Oncology Patient Specialist 1
Job DescriptionAccountability Accuracy - Completes work assignments within established quality standards. Effective Communication - Communicates effectively with various audiences using the most appropriate method for the situation. Insurance Verification Patient Safety - Non-Nursing - Contributes to a safe patient care environment. Patient intake: Performs assigned duties related to the patient intake process of patients to oncology services. Problem Solving - Identifies, analyses, and effectively solves problems. Service Excellence: Provides excellent service by identifying both internal and external customer needs and fulfilling customer expectations. Teaming - Contributes to fullest potential to achieve team goals.Job ResponsibilitiesAccountability - Accepts personal responsibility for work results. Works independently completing assignments without close supervision.Resolves issues, anticipates next steps and works to the next level when possible. Connects personal work results to accomplishment of team and organizational goals.Delivers an acceptable volume of work with high levels of accuracy.Improves inefficiencies and minimizes repetitive errors by changing how work is done. Shares error trends and makes recommendations to improve results with staff/team members.Accepts responsibility to review and correct errors before completion, and routes to others for review when appropriate. Proficiency in computer applications, data security and data analysis.Organize and manage health information, which includes ensuring accuracy, accessibility, and security of data. Organizes and maintains medical records by collecting information about patients.This information can include test results, diagnoses, exam results, recommended treatments, prior medical history and other relevant data.Ensure that these records are well-organized, security and accuracy of the records is crucial. Manages information records, which include both electronic data and paper files.Selects the most effective communication method considering the audience, type of message and intended outcome.Distinguishes 'who needs what' information and delivers that information in a concise and timely manner. Communicates ideas and messages clearly and concisely. Listens actively and asks questions for clarity.Encourages open communication of ideas and opinions. Insurance Verification Identifies and communicates payor authorization and referral requirements.Completes and documents in appropriate computer system. Forwards updated authorization/referral requirements information and communicates to team members.Applies knowledge of online payor verification systems to obtain and validate insurance information on a timely and accurate basis.Patient Safety - Non-Nursing - Contributes to a safe patient care environment.Reports safety hazards/violations and takes appropriate action to protect the environment and guests until help arrives if necessary.Demonstrates knowledge of safety policies and procedures relevant to department/position. Provides appropriate assistance to/on behalf of patients demonstrating or communicating a need for assistance.Reports all near misses, accidents, and occurrences for patients, visitors and staff.Observes working environment for potential and actual hazards.Attends patient safety training and maintains up-do-date safety certifications if required for job. Wears photo ID badge at chest level at all times and identifies self and role to patients and their families.Uses system and regulatory compliance guidelines during the intake process and/ or medical record's review, to ensure proper patient identification, in support to patient safety.Accesses appropriate systems or services to confirm insurance coverage or other means of payment.Answers inquiries by clarifying desired information; researching, locating, and providing information. Greets and interviews incoming patients/visitors to identify their needs and directs them accordingly.Coordinates with other departments to assist or transport patients/visitors requiring special attention or support. Interviews patients to secure and document required medical, financial, demographic and insurance information.Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.Fulfills requests by clarifying desired information; completing transactions; forwarding requests.Enters patient data into registration, medical record or other required information systems.Coordinates with and notifies other departments of updated information/intake information.Coordinates and facilitates call center for smooth transferring or forwarding of calls to appropriate oncology departments or individuals within the cancer center.Problem Solving - Identifies, analyses, and effectively solves problems.Responds to daily problems with an appropriate sense of urgency.Uses a logical process to identify the cause of the problem and develop an appropriate solution.Involves others in the problem solving process when additional input is needed.Recognizes when a problem needs to be elevated for resolution.Expresses sincere concern and empathy when dealing with a customer complaint.Gathers information about a customer compliant in a courteous, professional manner.Finds solutions to customer problems even when unrelated to own work area.Presents clear and accurate information to customers when providing solutions to an issue.Deals with unexpected customer requests quickly and pleasantly.Refers difficult issues to senior management. Seeks guidance from co-workers or supervisor when necessary.Conveys customer feedback to all relevant individuals.Engages in active listening when dealing with a customer complaint.Ensures that customer receives courteous treatment throughout the problem solving process.Greets customer and offers assistance. Generates alternative solutions that will meet customer needs and expectations.Accepts and provides direct, honest feedback between team members in a non-punishing manner.Works effectively with team members to achieve team goals.Supports group decision even if the decision differs from personal opinion. Informs and consults team members, leaders and stakeholders as to potential barriers that impact team results.EducationAdditional RequirementsHigh School Diploma or GEDExperience2 years of healthcare patient access experienceor 2 years experience in healthcare revenue cycle or 2 years in customer servicesSkillsCustomer Focus, Customer Service, Data Entry Skills, Listening, Phone Skills, Verbal Communication, Building Relationships, People Skills, Interpersonal Savvy, Problem Solving, Multi-tasking. Proven proficiency in mulitple Patient Access functions. Advanced communication and computer skills.About UsInova is Northern Virginia's leading nonprofit healthcare provider. Our mission is to provide world-class healthcare - every time, every touch - to each person in every community we have the privilege to serve. Inova's 18,000 team members serve more than 2 million individuals annually through an integrated network of hospitals, primary and specialty care practices, emergency and urgent care centers, outpatient services and destination institutes.Safety Always: Learn how we keep our team members and patients Safe@Inova.