Washington University is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin, genetic information, disability, or protected veteran status.
This position is full-time and works approximately 40 hours per week.
Department Name/Job Location:
This position is in the Department of Internal Medicine, Division of Oncology. The position is located at the Mid Campus Center. This position is for the Medical School Campus.
The primary responsibilities of this position are to answer, assess and appropriately triage incoming phone calls to the Medical Oncology Clinical Call Center. Act as liaison between patients, outside referring healthcare professionals, and the public for physicians and the oncology clinical and administrative staff. Position responds to tasks regarding scheduling and makes return patient appointments for oncology providers. Communicates and instructs patients regarding appointments and diagnostic testing dates, times and preparation.
PRIMARY DUTIES AND RESPONSIBILITIES:
Promptly and professionally answer incoming calls to the Medical Oncology Call Center and triage/task/page calls to the physicians’ clinical teams, new patient coordinators, and administrative staff as appropriate.
Serve as patient advocate responding to patients’ needs and requests, forwarding any problems or complaints to the Call Center Supervisor’s immediate attention.
Schedule, reschedule, cancel and confirm return patient appointments and diagnostic procedures in Epic as needed. Ensure that appointments are scheduled appropriately in accordance with physicians’ protocol.
Point of initial contact with new patients referred from the Patient Care Coordination Center, internal and external physician offices to provide information regarding the oncology new patient appointment process and provide callers with the contact name and phone number of their new patient scheduler.
Reschedule patients from cancelled clinics following Division policy.
Fax requests for new patient medical records, pathology slides, and radiology CDs/films to outside medical facilities. Provide follow up and confirm receipt of medical records, slides and CDs/films.
Monitor supply and prepare new patient packets for CAM, West County, South County, North County, IL and St. Peter’s satellite locations.
.Complete new patient intake sheets and document contact information; instruct outside facilities regarding medical records, demographics and insurance information required for new patients as back-up and support for new patient schedulers as necessary.
Register patients in Epic as needed.
Prepare patient charts and assists with Call Center workflow as required.������������������������������������������������������������������������������������
Make new patient reminder calls the day prior to the scheduled appointment. Reviews instructions and answers question as needed.
Monitor Epic MCC Scheduling InBasket and schedule appointments according to instructions from the clinical teams.
Monitor, sort and distribute incoming mail and faxes.
Act as back-up support for other Call Center scheduling staff during peak times, vacations and illnesses.
High school diploma with 3 years of experience in billing systems and third-party claims and/or experience in a medical office setting or related customer service/office experience.
Basic Life Support certification (Online BLS certifications, those without a skills assessment component, are not sufficient to meet the BLS requirements).
Effective oral and written communication skills, telephone etiquette and customer service skills.
Working knowledge of medical terminology and MS computer applications.
The hiring range for this position is $15.85 - $19.43 per hour.
All external candidates receiving an offer for employment will be required to submit to pre-employment screening for this position. Current employees applying for a new position within the university may be subject to this requirement. The screenings will include a criminal background check and, as applicable for the position, other background checks, drug screen, employment and education or licensure/certification verification, physical examination, certain vaccinations and/or governmental registry checks. All offers are contingent upon successful completion of required screening.
Please attach a copy of your most current signed performance evaluation (completed within the last 18 months) to your online account. If you have not received a performance evaluation, you may provide two current signed letters of recommendation (written within the last 18 months), preferably to include one letter from either a current or recent former supervisor. To attach these documents, go to: My Career Tools, Add Attachment, Attachment Type – Performance Reviews or Letters of Recommendation.
Washington University in St. Louis, a medium-sized, independent university, is dedicated to challenging its faculty and students alike to seek new knowledge and greater understanding of an ever-changing, multicultural world. The University offers more than 90 programs and almost 1,500 courses leading to bachelor's, master's and doctoral degrees in a broad spectrum of traditional and interdisciplinary fields, with additional opportunities for minor concentrations and individualized programs. The faculty is composed of scholars, scientists, artists and members of the learned professions. They serve society by teaching; by adding to the store of human art, creativity, understanding, and wisdom; and by providing direct services, such as health care.