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Office Support Specialist – Radiation Oncology – Kissimmee

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Other Non-Clinical Professional
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Florida Hospital

Office Support Specialist – Radiation Oncology – Kissimmee
Florida Hospital Kissimmee seeks to hire an Office Support Specialist who will embrace our mission to extend the healing ministry of Christ.

Facility Profile:
Florida Hospital Kissimmee is a 163 bed community-focused hospital, conveniently located near Walt Disney World. The team here is dedicated to bringing mission-focused, faith-based care to residents and visitors of Osceola and Orange Counties. At the heart of our latest expansion is a new, three-story tower featuring 80 expansive, private patient rooms and a host of modern amenities and technologies. Because we believe family support is an essential part of health and healing, we’ve included large, beautifully decorated family waiting areas with the comforts of home. Plus, each patient room includes ample space for visiting loved ones to relax, work and sleep.

Department Profile:
The Florida Hospital Cancer Institute sees more cancer patients than any other hospital in the state. FHCI consists of a multidisciplinary team of over 100 of the most recognized and skilled physicians for cancer care. No other cancer program in our community gives access to more multidisciplinary services, more advanced technology, or more cutting-edge research.

Work Hours/Shifts:
Monday – Friday; 7:30a – 4:30p

Job Summary:
Under the direction of the campus Site Leader, the Office Support Specialist is responsible for all scheduling and clerical duties within Radiation Oncology. Essential duties include scheduling specialized procedures, making appointments for patients according to established department protocols, verifies insurance eligibility and benefits and re-verification applicable to patient’s visit. Duties will also include providing excellent customer service via phone and in person, referring callers to the appropriate departments. This individual will procure pertinent medical records and update the patient chart for clinic visits. The incumbent must work collaboratively with all clinical service staff in support of direct patient services. The Office Support Specialist serves as a point of contact with other internal and external departments with the goal of fostering an environment which promotes the patient experience. This individual must be highly flexible with the ability to accommodate changing needs of the department. Willingness to work at any Radiation Oncology department within FH Tri-county. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.

Knowledge, Skills, Education, & Experience Required:
  • Ability to use discretion when discussing personnel/patient related issues that are confidential in nature.
  • Ability to respond to ever-changing matrix of hospital needs and act accordingly.
  • Strong multi-tasking skills; able to assimilate and react appropriately to a variety of stimuli incoming at one time.
  • Self-motivated and quick thinker.
  • Computer skills including outlook, Microsoft, Word and Excel.
  • Knowledgeable in all areas of HIPAA requirements
  • Basic understanding of medical and insurance terminology.
  • Bi-lingual (English required and Spanish preferred), both written and verbal communication (Preferred)
  • Knowledge of Electronic Health Records (EHR) (Preferred)
  • Experience working with and obtaining insurance authorizations. (Preferred)
  • Read and understand medical terminology (Preferred)
  • Minimum of one (1) year of customer service experience
  • One to two years of customer service in a medical office setting (Preferred)
  • High School diploma or equivalent (Preferred)


Licensure, Certification, or Registration Required:
  • Basic Life Support (BLS) Certification


Job Responsibilities:
Demonstrates through behavior Florida Hospital’s Core Values of Integrity, Compassion, Balance, Excellence, Stewardship and Teamwork as outlined in the organization’s Performance Excellence Program
  • Daily prepares to begin work immediately, by being at workstation as scheduled by department leadership to offer continuous patient service and be available for all clinical partners’ registration needs. Maintains schedule flexibility and effective time management by monitoring time and attendance to limit use of unauthorized overtime.
  • Greets all customers (patients, guests, families, staff, physicians, vendors, etc.) in a compassionate and helpful manner while extending exemplary customer service and assistance as needed. Answers telephones, within (3) rings using scripted greeting, and responds to inquiries within and appropriate time-frame. Reviews physician orders to verify patient’s name, date of birth, diagnosis, ordering physician’s name and ensure orders have been signed by ordering physician. Maintains open line of communication with patients, leadership and clinicians when delays occur or issues arise.
  • Creates new patient packets of pertinent forms as required by the hospital and department. Queues all patients upon arrival to department as needed. Captures patient ID photos and enters demographic information as needed.
  • Performs eligibility and benefits verification and re-verification applicable to patient’s visit. Uses utmost caution that authorizations and pre-certifications are correct and as accurate as possible to avoid rejections and/or denials. Maintains a current and thorough knowledge of utilizing online eligibility and pre-certification tools made available.
  • Screens and continually assists all incoming telephone calls and visitors to ensure routing to appropriate personnel within department and hospital in an accurate and timely fashion. Monitors patient wait and registration times. Enables center to achieve current standard of patient wait times.
  • Takes responsibility for current monthly standard of total patient wait time in department, by ensuring all pre-registered and walk-in patient accounts are created and/or completed timely. During peak registration times, supports department by ensuring patients are processed through system protocols quickly.
  • Schedules patient’s examinations over the phone, via fax requests, schedules work-list and walk-in patients. Makes outgoing calls and/or utilizes online resources to obtain office notes required for obtaining authorizations. Works as a liaison between insurance and physician offices to be an advocate for patient care. Obtain any necessary required historic, clinical, insurance and or pertinent information and update systems accordingly.
  • Registers patients for respective services, ensuring patient demographics and account information are appropriate for patient account type as determined by patient’s visit and s directed by department leadership. Performs benefit eligibility verification applicable to patient’s visit. Creates a notice of estimated total charges and patient financial responsibility. Responsible for thorough financial assessments, authorizations/pre-certifications, and/or benefit memos on patients accounts to ensure expeditious billing and to protect financial stand of Florida Hospital. Ensures integrity of patient accounts by working error reports daily and meets/exceeds accuracy standard goal determined by department leadership. Meets/exceeds upfront cash collection standard goal determined by department leadership.
  • Reviews medical requests to ensure all elements are present and requestor is legally authorized to obtain medical record in accordance with HIPAA, federal state laws related to release of information. Facilitates and processes the release of medical records (films, CDs/DVDs, reports) within appropriate time-frame provided by leadership. Reviews and validates requested patient information prior to scanning, uploading, mailing, and/or releasing information to requestor.
  • Gathers appropriate medical records, lab results, diagnostic imaging disk and prior radiation treatment records from referring offices and outside facilities. Updates system accordingly with this information
  • Manages a multitude of clerical duties and assigned projects, while sustaining department’s key initiatives in support of daily operational flow (s).
  • Attends department meetings and promotes positive dialogue within the team. Is proactive in looking for ways to improve department processes and engages in action planning to enhance patient experience. Participates in activities that promote camaraderie and friendly work environment. Enthusiastically participates in departments initiatives.
  • Processes all referrals out including but not limited to obtaining cardiac and dental clearances.
  • Obtains all pertinent medical records pertaining to current diagnosis and past treatment records.
  • Uploads outside records into Electronic Health Record. Facilitates proper releases to obtain relevant health information. Assures a complete medical record and collaborates with nursing and others to obtain missing information.
  • Performs all duties related to High Dose Rate (HDR) Brachytherapy scheduling, Surgery scheduling and Fiducial marker placement.

If you want to be a part of a team that is dedicated to delivering the highest quality in patient care, we invite you to explore the Office Support Specialist opportunity with Kissimmee and apply online today.

Job Keywords:
Office Support, Radiation, Oncology, Kissimmee

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