At GenesisCare we want to hear from people who are as passionate as we are about innovation and working together to drive better life outcomes for patients around the world. Patient Services Specialist Job Family: Patient Services Division: USA Role Summary: As the Patient Services Specialist, you are responsible for providing administrative and general support to staff, patients and Physicians to ensure that a high quality, professional and efficient administration service is consistently provided to patients. This role is a crucial link between patient’s and clinical teams. Reporting lines: The Patient Services Specialist will report directly to the Center Lead or Senior Patient Services Specialist. The Patient Services Specialist will not have any direct reports. Reporting lines and direct reports may change from time to time in line with the requirements of the role. Your key responsibilities: Ensure a high level of patient service is provided including meeting patient needs, maintaining patient service levels and monitoring and reacting to patient feedback. Consistently maintain a professional service which meets patient needs. Customer Service Monitoring and reacting to patient feedback. Monitoring the flow of patients and directing as appropriate. Answering all incoming telephone calls in a timely manner. Responding to queries in accordance with the privacy policy. Having a breadth of service knowledge to respond to patient queries. Providing support to Physicians and other internal customers, as required. Maintaining the Integrity of Patient Records Scheduling doctor consult appointments with regard to availability & appropriate timeframes. Undertaking all actions to support a Doctor’s clinic visit, including ensuring the completeness of patient records prior to and subsequent to the visit. Occasioning and discharging patients, prior to and following, Consultation, Evaluation and Follow-up appointments. Registering new patients in Mosaiq in a timely manner and ensuring the accuracy of personal and billing details. Ensuring all documentation and correspondence required for the Consult appointment is scanned into Mosaiq. Creating referring doctor records in Mosaiq, as required. Following up on out of date referrals. Maintaining the X-ray register to ensure effective tracking of X-ray’s within the centre. Scanning, sorting and attending to correspondence. Management of Diction system EMDAT You are required to work Co-operatively within a multidisciplinary team, exchange information and assist other team members to achieve team objectives and work outcomes. Adhere to the policies and procedures as documented in the work instruction manual and as directed. Take part in the annual performance review and development process. Your key working relationships: As the Patient Services Specialist, you need to develop strong relationships with the following internal parties: Patients Physicians both internal and external Patient Services team Financial Counsellors Radiation Therapists Center Lead Regional Lead Quality In addition, you need to develop strong external relationships with various individuals/ agencies/ key stakeholders. Experience: Demonstrated ability in an administrative role within a busy, customer focussed environment, medical preferred. Handle and resolve urgent matters and time critical medical appointments Strong organisation and communication skills, with the ability to liaise with both internal and external stakeholders. Proven experience to work effectively both independently and in a team environment. Knowledge of patient billing systems and related funding mechanisms. Ability to use clinical administration systems, as well as Microsoft Office software Collaborative approach in working with the wider administration team and other internal customers, in line with the organization values. Flexible approach to work Qualifications: Diploma of Medical Administration or equivalent experience (Desired) High School Diploma (Required) Other requirements for this role: Travel when required to other sites and/or leadership meetings Our purpose Our purpose is to create care experiences that get the best possible life outcomes. Joining the GenesisCare team means a commitment to seeing and doing things differently. Asking what if and why not? And being focused on getting the best possible outcomes for our patients. We are a team of professionals who believe care should be focused on the individual, not the condition. That care should be available when and where people need it most and it should be designed to help give people the best life outcomes possible. We specialise in treating and innovating in cancer and heart disease, the two biggest diseases that impact people’s lives. We’re proud that we are designing better care for more people around the world every day. Our values Empathy for all We do all we can to understand the needs, emotions and ambitions of patients and each other. Because only through understanding can we work well together inside GenesisCare, and make the necessary difference to the experience and life outcomes of the patients we treat. Partnership, inside and out We achieve more together than apart, so we share, listen, and work as one. Designing better care will only be possible if we work together, with each other inside GenesisCare and with people and our partners from outside, who want the same things we do and who want be part of our purpose. Innovation every day We all contribute insightful, innovative ideas, both big and small. Because great ideas can come from anyone, anywhere, and we know that insight and evidence is the best way to unlock them, to design better care. Bravery to have a go We dare to make ideas happen, to make the impossible a reality, because at GenesisCare that’s our DNA. We will only fulfil our purpose if we try and learn, and commit ourselves to making things happen; after all, nothing means more to us than getting you the best life outcomes possible. Integrity always We do the right thing for our patients, our partners and each other. We make evidence-based decisions and take every action and face every challenge in the best interests of our patients and each other. We build trust and lead by example by acting in a safe, honest and transparent way, and call out when things are not right. Quality and Safety GenesisCare strives to continuously improve the quality and safety of our workers and services provided to our patients and their carers in line with our vision and values. Accountabilities: Be aware and understand Safety and Quality accountabilities relevant to the role Lead and be accountable for sustainable Safety and Quality programs (including external review processes) and communicate outcomes Mitigate risks and hazards; proactively develop and implement risk reduction strategies and record outcomes Monitor compliance with the policies and procedures of the Safety & Quality Management System Be accountable for own actions and seek assistance when necessary Demonstrate knowledge/competency in performance of skills relevant to the role, including completion of mandatory training. GenesisCare is an Equal Opportunity Employer. People centricity is at the heart of what we do, whether that person is a patient, a referring doctor, a partner or someone in our team. We aim to build a culture of care that is patient focused and performance driven. We are always improving, designing new and higher standards for clinical excellence and patient satisfaction. Across our network, we employ talented and passionate health care and business professionals to ensure we deliver on our patient promise. Join us at GenesisCare.