Patient Services Specialist

At GenesisCare we want to hear from people who are as passionate as we are about innovation and working together to drive better life outcomes for patients around the world.

Role Summary:

As the Patient Services Specialist, you are responsible for providing administrative and general support to staff, patients and Physicians to ensure that a high quality, professional and efficient administration service is consistently provided to patients. This role is a crucial link between our patient’s and clinical teams.

Reporting lines:

The Patient Services Specialist will report directly to the Center Lead, Senior Patient Services Specialist or Office/ Practice Administrator. The Patient Services Specialist will not have any direct reports. Reporting lines and direct reports may change from time to time in line with the requirements of the role.

Your key responsibilities: 

As Patient Services Specialist, you will ensure a high level of patient service is provided including anticipating needs, maintaining patient service expectations, and reacting to feedback. You are expected to maintain a professional service which meets patient needs.

Customer Service

• Monitoring and reacting to patient feedback
• Monitoring the flow of patients and directing as appropriate
• Answering and attending to all telephone calls in a timely manner
• Responding to queries in accordance with the privacy policy
• Having a breadth of service knowledge to respond to patient queries
• Providing support to Physicians and other internal customers, as required
• Assist with patient questions regarding billing and insurance payments
• Maintenance and improvement of the patients’ waiting room
• Maintaining the look and feel of both patient and employee-facing spaces, restocking supplies, and organization
• Dealing with people traffic, by directing vendors and visitors as they come and ensuring compliance to sign in protocols

Maintaining the Integrity of Patient Records

• Scheduling Physician appointments with regard to availability & appropriate timeframes
• Undertaking all actions to support a Physicians clinic visit, including ensuring the completeness of patient records prior to and subsequent to the visit
• Admitting and discharging patients, prior to and following, consultation, evaluation and follow-up appointments
• Registering new patients in a timely manner and ensuring the accuracy of personal and billing details
• Ensuring all documentation and correspondence required for the consultations appointment is registered 
• Creating referring doctor records as required
• Following up on referrals
• Document management

You are required to work co-operatively within a multidisciplinary team and assist other team members to achieve team objectives and work outcomes. 

• Adhere to the policies and procedures as documented in the work instruction manual and as directed
• Contribute to team development through contributing in team huddles, participating in team problem solving, supporting Center Leads and Physicians with ad hoc tasks, etc.
• General administrative and patient support duties, e.g. document management, report generation

Your key working relationships:

As the Patient Services Specialist, you need to develop strong relationships with the following internal parties:

• Patients
• Physicians both internal and external
• Patient Services teams
• Financial Counsellors 
• Radiation Therapists
• Center Lead
• Regional Lead
• Quality
• External vendors

Experience & Qualifications

• High School Diploma or equivalent
• Demonstrated ability in an administrative role within a busy, customer focussed environment, medical preferred. 
• Handle and resolve urgent matters and time critical medical appointments
• Strong organization and communication skills, with the ability to liaise with both internal and external stakeholders. 
• Proven experience to work effectively both independently and in a team environment. 
• Knowledge of patient billing systems and related funding mechanisms. 
• Ability to use clinical administration systems, as well as Microsoft Office software
• Collaborative approach in working with the wider administration team and other internal customers, in line with the organization values. 
• Flexible approach to work
• Travel as required to other centers

Minimum Physical Capabilities:

In order to be able to perform normal duties in the Patient Services Specialist role, the worker mu