Central Access Associate

Post #
7785
Company
Roswell Park Comprehensive Cancer Center
Department
Central Access Center
Hours/Shift
Full-time; M/W/Sat/Sun; 8:30 am - 7 pm
Salary
$51,558 annually. Includes a comprehensive benefits package.
Description of Duties

Acts as primary customer communications liaison for the organization using one or more technological touch-points, including CRM system, email, web, chat and phone; 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; coordinates communication between patients or their caregivers and Roswell Park clinical and supportive staff; investigates patient inquiries or complaints and triages them to appropriate resource; conducts follow-up to ensure satisfaction; uses analytical and creative skills, multi-tasking ability and the talent to problem solve efficiently and promptly; serves as primary contact for all communication with community and referring physicians; 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; serves as primary contact for patient portal questions and technology related issues; works with system analysts and other technology staff to optimize applications based on customer interaction; works with various departments to provide patient feedback to guide new workflows; works with administrators to ensure on call calendars are accurate and up-to-date; works with department head to identify and address systemic issues that may affect patient care of satisfaction; works to ensure Roswell Park mobility environment is operational.

Qualifications

The applicant must have an Associate’s degree in Education, Health, Human Services, Nursing, Communications or a related field. The preferred candidate will have a Bachelor's degree and customer service experience along with experience with medical terminology. The preferred candidate will also have experience with high volume data entry, including strong technological skills.

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 info@goer.ny.gov.