ENTRY REQUIREMENTS: Bachelor's degree in Communications, Marketing, Business, English, or related field with a minimum of three years' experience in marketing and/or health care or equivalent combination of education and experience in lieu of a Bachelor's degree required. Minimum two years customer service experience.Medical terminology required. Oncology experience desired. Demonstrated ability to establish positive working relationships and dedication to service excellence required. Must be able to multiple-task with minimum supervision. Ability to work quickly while making accurate decisions. Task/goal orientation a plus. Excellent verbal communication and customer relations skills required. Proficiency in Microsoft PowerPoint, Word, and Excel. Must possess excellent computer skills. Demonstrated positive attitude and team player mentality.
ORGANIZATION: This position: Health Resource Specialist - Oncology Reports to: Directly reports to Oncology Clinical Services, Director with a dotted line to Health Resource Services Manager
SUMMARY Supports MHC oncology and Cowell Family Cancer Center initiatives, sharing of data and referral of both physicians and services while utilizing customized software. Provides excellent customer care through one-on-one interaction with consumers and referring physicians/office staff. Determines customer needs and fulfills those needs through dissemination of information, program registration, physician referral, and assistance with scheduling appointments, commonly interacting with hospital departments or community organizations. Responsible for data integrity and entry, prompt electronic/postal material fulfillment, and generating and/or reconciling reports, utilizing ARIA, EQUICARE, Powerchart, eCentaurus, CPM database, and Microsoft Office.
SPECIFIC DUTIES: Supports the Mission, Vision, and Values of Munson Healthcare.
Embraces and supports the Performance Improvement philosophy of Munson Healthcare.
Promotes personal and patient safety.
Applies excellent judgment and communication skills to all consumer/physician interactions.
Maintains oncology knowledge necessary to take appropriate action related to specific consumer/provider requests.
Knowledgeable in oncology and other hospital service lines to enable cross marketing of services available. Participate in training programs as new product lines are introduced.
Provide timely and professional response, guidance and referrals to consumers and physician offices, establishing and/or maintaining a positive Munson and Cowell Family Cancer Center impression.
Collects and updates consumer information accurately into database, including but not limited to age, zip code, insurance and email address - when available.
Register consumers for classes, screenings and other special events.
Maintain physician data integrity for the Munson Healthcare oncology physicians/advanced practice providers, unaffiliated physicians/advanced practice providers within 25 counties & system/community services through collaborating with Medical Staff contacts & provider offices, ensuring complete and accurate data within eCentaurus database. Collaborate closely with Information Systems; verifying, communicating and updating oncology provider information, ensuring integrity of Munson's larger clinical database, Star. Collaborates with oncology intake specialists, navigation/coordination clinicians, hospitalists and oncology practices including outreach locations to swiftly secure oncology referrals and post-discharge follow-up appointments; assist with reducing avoidable oncology related re-admissions and ER visits through providing access to care team and swift action for patients calling the Cowell Family Cancer Center. Patients include: Those with and without an established oncologist, those with and without insurance. Providers include: Oncology Physicians (Medical, Gyn Onc, Radiation) & Advanced Practice Providers; consulting oncology specialists from outside centers (i.e. University of Michigan, DeVos, etc.) Collaborates with oncology team to maintain, generate and distribute reports: Munson Healthcare Cadillac, Charlevoix, Grayling, Gaylord, West Shore and Traverse City oncology physician and advanced practice provider/practice reports, specialty clinic reports (MTOP, Genetics, Tumor Boards, DeVos pediatric oncology and BMT) patient referrals.
Perform annual outreach to each regional affiliate oncology clinic locations; Building relationships and ensuring accuracy of demographic and contact information, practice data. Assist with fulfilling community service requests for physician/APP/CFCC staff speakers/representatives Collaborate with Physician Liaison and Executive Director to maintain communication board of oncology provider movement/outreach schedules/commitments. Oversees inventory of CFCC/Oncology Resource Services supplies and acts as ordering agent as needed, ensuring Oncology Resource Services stays within budget.
Serves as crisis contact, as necessary, providing access point for customers/physicians during major events.