Regular Full Time
Monday - Friday
Responsibilities / Essential Functions:
The New Patient Clinical Liaison is primarily a telephone based position. The New Patient Clinical Liaison must possess and consistently demonstrate a positive disposition, proficient verbal and written communication skills, strong customer service values, and professional behaviors. The New Patient Clinical Liaison is responsible for completing tasks and coordinating processes related to new patient referrals from multiple sources for specified clinics/ zone(s) of Tennessee Oncology. New patient intake includes: reviewing/collating referral information including but not limited to the patient’s diagnosis, prioritizing scheduling based on established parameters, initiating /managing communications with the new patient and referring physician’s office, completing the new patient health questionnaire, retrieving appropriate records needed for first appointment, and entering required information into the Tennessee Oncology Electronic Medical Record.
Knowledge, Skills & Abilities:
- Contacts new patients to obtain needed medical and or demographic/insurance information
- Answers new patients’ questions and provides basic education regarding what to expect on their first visit.
- Acts as a liaison with providers and designated clinic staff regarding the scheduling of new patient appointments.
- Communicates with other new patient intake team members as needed to assure appropriately scheduling of appointments.
- Cross-trains and acts as secondary resource for other new patient intake team positions.
- Manages incoming new patient calls; enters demographic and insurance pre-registration information; maintains contact with new patients via multiple methods (mailing new patient packets, electronic communication / email, callbacks).
- Requests, collects, documents and reviews all appropriate records to ensure patient has been scheduled properly and all necessary records have been obtained for evaluation in accordance with HIPAA regulations.
- Uses defined parameters related to diagnoses to determine new patient appointment scheduling turnaround times.
- Ensures referring physician(s) have received communication regarding the new patient visit.
- Collects and reports data regarding new patient intake process.
- Maintains all licensure(s) and continuing education as required by government regulations and in accordance with Tennessee Oncology policy.
- Escalates any question(s) or issue(s) outside of the scope of practice to designated contact.
- Promotes positive customer relations by assuring referral process is a well-coordinated and timely experience for the patient and referring physician offices
- Maintains and ensures confidentiality of patient information.
- Other duties as assigned.
• Ability to learn and work within Microsoft Office, Salesforce, Clarus, and G4 as well as other required software tools and applications.
Qualifications & Requirements:
- Ability to learn and work with enterprise VoIP phone system.
- Ability to learn and work within enterprise EMR
- Exhibits high degree of initiative, judgment and discretion.
- Promotes highest ethical standards.
- Effectively and efficiently communicates both orally and in writing
- Willing and able to travel to Tennessee Oncology locations as needed
• Valid State of Tennessee or appropriate compact state nursing license required
- Minimum one (1) year RN or (2) years LPN experience required.
- Two (2) or more years RN or LPN outpatient clinic experience preferred.
- Oncology experience preferred.
- Telephone triage or other clinical interaction preferred.
Physical requirements may include sitting, walking, standing, fingering or manual dexerity, repetitve finger motion, lifting or exerting force up to 25 pounds, speaking, hearing or seeing(with correction).