Patient Experience Specialist
Columbus Oncology & Hematology
Summary
The Patient Experience Specialist is the first point of contact for all incoming calls to Columbus Oncology and Hematology Associates. The Patient Experience Specialist is expected to communicate professionally with both internal and external customers while accurately and efficiently handling their call transfers.
Job description
Essential Duties and Responsibilities
- Answer telephones, screen and transfer calls to the appropriate recipient quickly and efficiently
- Critically think and identify emergent calls and route to the appropriate team member
- Communicate as needed with multiple departments to ensure appropriate workflows are being used and chart documentation in a timely manner
- Light patient (re)scheduling
- Monitor "no show" appointments and ensure appropriate communication occurs
- Monitor the Ontada Health patient portal
- Light medical record indexing of patient registration documents
- Support team with closing of the referral loops
- Research return mail correspondence
- Operating knowledge and daily maintenance of fax, printer, and copy machines
- Assist with special projects as assigned
Experience Qualifications
- At least one year in customer service
- At least one year in a medical office
- Oncology experience preferred
Other Qualifications
- Excellent verbal, written, and interpersonal skills
- Excellent customer service skills
- Moderate computer skills including: Microsoft Office Applications (Outlook, Word, Excel), EMR (Electronic Medical Records), Practice Management Systems
Requirements
- At least one year in customer service
- At least one year in a medical office
- Oncology experience preferred
- Excellent verbal, written, and interpersonal skills
- Excellent customer service skills
- Moderate computer skills including Microsoft Office Applications (Outlook, Word, Excel)
- EMR (Electronic Medical Records)
- Practice Management Systems
Company overview
Columbus Oncology & Hematology is a leading medical practice specializing in comprehensive cancer and blood disorder care, serving the greater Columbus, Ohio area since 1987. With over 35 years of experience, the practice has established itself as a trusted provider of oncology and hematology services, offering personalized treatment plans for various types of cancer and blood disorders. The organization operates multiple cancer centers across Columbus, Dublin, and Westerville, Ohio, staffed by board-certified hematologists and medical oncologists who combine clinical expertise with compassionate patient care. Their multidisciplinary approach integrates advanced medical technology, evidence-based treatments, and a healing-focused environment to address both the medical and emotional aspects of patient care. The practice utilizes Phreesia's digital patient profile system to streamline the patient experience and ensure personalized care coordination. Columbus Oncology & Hematology emphasizes collaborative care, working closely with pharmacists, advanced practice providers, nurses, and support staff to deliver comprehensive treatment plans. They also participate in clinical trials and research initiatives, providing patients access to innovative treatments while maintaining strong partnerships with leading health systems like OhioHealth for seamless patient care coordination.