Patient Communications Specialist

• Schedule - Shift - Hours Full Time - Day Shift - Set shift M-F between the hours 7a-6p & Saturday 8-Noon

Moffitt Cancer Center strives to be the leader in understanding the complexity of cancer and applying these insights to contribute to the prevention and cure of cancer. Our diverse team of over 9,000 is dedicated to serving our patients and creating a workspace where every individual is recognized and appreciated. Moffitt has been recognized on the 2023 Forbes list of America’s Best Large Employers and America’s Best Employers for Women, Computerworld magazine’s list of 100 Best Places to Work in Information Technology, Diversity Inc Top Hospitals & Health Systems, and continually named one of the Tampa Bay Times’ Top Workplace.

Moffitt is proud to have earned Magnet designation in recognition of nursing excellence. Moffitt Cancer Center is a National Cancer Institute-designated Comprehensive Cancer Center based in Florida, and the leading cancer hospital in Florida and the Southeast. We are a top 10 nationally ranked cancer center by Newsweek and have been nationally ranked by U.S. News & World Report since 1999.

Working at Moffitt is both a career and a mission: to contribute to the prevention and cure of cancer. Join our committed team and help shape the future we envision.

The Patient Communication Specialist (PCS) is responsible for answering inbound calls, emails and other communications (for example, online chat) within the centralized patient contact center, assisting patients and/or routing those making inquiry to the appropriate department for their individual needs.

The primary responsibility of the PCS is to transcribe detailed clinical messages into electronic systems to send to the appropriate party according to established guidelines. The PCS will follow up and escalate when necessary when responses are not received within the specified timeframe. We are currently looking for a Patient Communication Specialist (PCS) to join our team.

• Receive calls/electronic inquiries on behalf of a wide range of physicians and hospital departments. Assess the caller’s needs according to department protocols, and resolve a majority of inquiries without transfer or escalation. Transfer/escalate certain incoming calls to another destination on limited occasions; endeavor to resolve inquiries without transfer by asking appropriate questions and providing callers with accurate information utilizing resources to resolve inquiries within the scope of the department (e.g., provide directions, confirm appointment dates/times, transcribe requests for medical records).
  
  For clinical calls, accurately transcribe clear and concise messages according to defined protocols including immediate digital messaging to the clinical team when indicated. Follow up on messages to ensure they were received and handled by the appropriate team, escalating to management when appropriate.
• Read, understand and follow protocols accurately and efficiently. Develop a thorough understanding of policies and exercise appropriate judgment to handle situations outside of standard protocols.
• Perform clerical and administrative duties between calls including monitoring of electronic fax stations and accurately flagging faxes for their intended recipients.
• Provide detailed, step-by-step technical support to patients to ensure they can successfully access, navigate and utilize Moffitt's electronic communication platforms. Demonstrate confidence and technical understanding in interactions with patients.

• Answer routine inquiries and perform functions such as confirming appointments and collecting ROI request details.
• Report telephone problems immediately to supervisor and/or IT.
• Consult with supervisor if unsure of how to handle a specific situation.
• Answer incoming calls in a timely and professional manner, addressing inquiries appropriate to scope and routing them to their proper destinations as required.
• Accurately enter information obtained during call into databases as the call is being processed.
• Act independently and with sound judgment in responding to situations. Accurately gather information…