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; 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.
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.
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