Central Access Associate [RP-N]
About The Position
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. Shift is Monday - Friday 10:30am - 7:00pm The starting annual salary for this position is $59,787 and this can include a full comprehensive benefits package.
Requirements
- Associate’s degree in Education, Health, Human Services, Nursing, Communications or a related field.
- NOTE: Degrees must be conferred by an accredited school, college, or university, or by an institution recognized by Roswell Park Comprehensive Cancer Center and/or Health Research Incorporated as adhering to acceptable educational standards.
Responsibilities
- 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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
