$51,558 annually. Includes a comprehensive benefits package.
Description of Duties:
The Central Access Associate acts as primary customer communications liaison for the organization using one or more technological touch-points, including CRM system, email, web, chat and phone. The Central Access Associate answers requests for information from patients, caregivers and community healthcare providers, maintains knowledge and provides information related to Roswell Park services including cancer care, supportive services and clinical trials, also any relevant community services or resources to optimize positive experience, initiates care path by working with new patient referral team according to Roswell Park guidelines, and coordinates communication between patients or their caregivers and Roswell Park clinical and supportive staff. They also investigate patient inquiries or complaints and triages them to appropriate resource, conduct follow-up to ensure satisfaction, use analytical and creative skills, multi-tasking ability and the talent to problem solve efficiently and promptly, and serve as primary contact for all communication with community and referring physicians. The Central Access Associate ensures Roswell Park physician connection occurs timely, collects data and maintains patient demographics in CRM database, documents each patient or physician interaction according to Roswell Park guidelines, maintains high level of technological competency by utilizing available tools and applications, including mobility solutions and applications, and serves as primary contact for patient portal questions and technology related issues. They also work with system analysts and other technology staff to optimize applications based on customer interaction, work with various departments to provide patient feedback to guide new workflows, work with administrators to ensure on call calendars are accurate and up-to-date, work with department head to identify and address systemic issues that may affect patient care of satisfaction, and work to ensure Roswell Park mobility environment is operational.
Applicants must have an Associate’s degree in Education, Health, Human Services, Nursing, Communications or a related field. The preferred candidate will have experience in a call center, in healthcare, and with medical terminology. They will also have experience with customer service, in a technology-based work environment, including database, e-mail, chat and call center functions, and with high-volume data entry and querying.
Pursuant to Executive Order 161, no State entity, as defined by the Executive Order, is permitted to ask, or mandate, in any form, that an applicant for employment provide his or her current compensation, or any prior compensation history, until such time as the applicant is extended a conditional offer of employment with compensation. If such information has been requested from you before such time, please contact the Governor’s Office of Employee Relations at (518) 474-6988 or via email at firstname.lastname@example.org.
Applicants must reference the Posting # when applying for this position.
Interested applicants may apply by uploading a cover letter and resume below in Microsoft Word or PDF format.