PATIENT PORTAL SPECIALIST at H. Lee Moffitt Cancer Center – Tampa, Florida

The Patient Contact Communication Center handles a high volume of patient calls, schedules and registers all services for all outpatient visits.

We are currently looking for a Patient Portal Specialist (PPS) to join our team.

Position Highlights:

• The Patient Portal Specialist (PPS) is accountable for processing inbound calls, emails, and other forms of requests for help and technical assistance from Moffitt patients, referring physicians and family members.
• The PPS serves as the first level of portal support and resolves technical issues according to defined protocols, ensures resolution, escalate to management when appropriate.
• A successful Patient Portal Specialist strives to assist patients upon first contact and resolves questions regarding patient portal accounts according to organizational guidelines.
• Strong typing and computer skills are also essential, as the Patient Portal Specialist makes record of every call in a database.

Responsibilities:

• Handle a wide range of calls and on-line requests for patients seeking technical assistance and support with Moffitt systems including patient portal accounts, the Moffitt "app", electronic forms, on-line registration, electronic bill pay and other computer systems.
• Provide expertise in problem solving technical issues, serves as point person for escalation of unresolved incidents.
• Notify management and respective IT support services when issues require additional layers of support.
• Serves as portal support subject matter expert for escalation of unresolved issues.
• Accurately enter information obtained during calls into databases as the call is being processed.
• Operates PC-based telephone attendant system to handle incoming, outgoing, and interoffice calls.

The Ideal Candidate will have:

• Bilingual (Spanish)
• Associate’s Degree
• Experience in utilizing the Windows office suite with Microsoft Word Outlook basic proficiency.

Credentials and Qualifications:

• High School Diploma or GED
• Two (2) years telephone-based customer service, 'help desk' or physician answering service experience required or one
• (1) year of relevant Moffitt experience in a role that has direct interaction with patients and/or their families may be considered.
• One (1) year of experience using Microsoft Word and Excel.
• Accurate data entry skills, including fast and accurate keyboarding (typing).
• Proficiency with computer/technical terminology to understand and efficiently answer support questions, while being able to convey technical information to non-technical individuals.
• Knowledge of medical terminology.