At GenesisCare we want to hear from people who are as passionate as we are about innovation and working together to drive better life outcomes for patients around the world.
Role Summary:
As a Patient Access Ambassador, you will act as a care expert and will provide exceptional concierge services to anyone inquiring about GenesisCare. This will include being responsible for responding and managing incoming inquiries from a variety of stakeholders, which may include potential patients, existing patients, healthcare professionals, and external organizations. You will record the inquiry and be responsible for providing expert information regarding the services that GenesisCare provides and for directing stakeholders through the GenesisCare network. Your role will create a smoother experience for individuals that contact GenesisCare and will be vital in creating a seamless onboarding experience for potential patients to achieve optimal clinical and quality outcomes.
This is a temporary position.
Key areas for the role:
- Be an expert on the services GenesisCare has to offer to be able to relay accurate information to all inquiries
- Be able to direct inquiries appropriately within the organization
- Understands the importance GenesisCare places on providing exemplary customer service with a Patient First Philosophy
- Utilize a CRM or similar system to record inquiries and produce reports which show trends and track outcomes for inquiries
- Create caller feedback logs to highlight positive outcomes and areas for improvement
- Hours will be 9am – 6pm PST to allow for evening coverage for the patient access center. This could change depending on inquiry volumes during specific times.
Key Responsibilities:
- Ensure that every inquiry is acknowledged and worked appropriately – including call backs, follow up calls, emails etc.
- Coordinate with colleagues within the organization to ensure a good outcome for inquirers
- Be an ambassador and first point of contact for incoming inquirers into GenesisCare to create a positive experience
- Assist potential patients and referring providers with coordinating consultations as well as coordinate care for existing patients
- Help guide patients through their healthcare journey, both with internal and external providers
- Tracking patients throughout their journey who may see multiple providers (from ICC to RO etc)
- Provide patients with necessary education and support materials
- Be proactive with all inquirers by actively listening, showing a caring attitude, and offering alternatives when necessary
- Demonstrate superb telephone etiquette, have a team player attitude, and always maintain professional communication skills
- Liaise with key points of contact within the GenesisCare Center network to ensure smooth transition into our services
- Conduct a successful transition with patients to centers
Experience and skills:
- Healthcare experience
- Good communication skills
- Empathetic and patient focused
- Credible, Assertive & a Self-Starter
- Commercially aware/sales skills – hard and soft
- Digitally literate, comfortable with technology
- Results driven
Who we are:
We are 6000+ highly trained healthcare professionals and support staff across the United States, Australia, the U.K, Spain and China, designing cancer and heart disease treatments to help patients achieve the best possible life outcomes.
Global care
Across the world, we have more than 580+ centres to help us bring the right care to our patients. Every year our team sees more than 1.4 million patients globally across our Oncology, Cardiology & Sleep Medicine Centres.
People centricity is at the heart of what we do and we pride ourselves on making our people a priority, whether that be a patient or an employee. We aim to build culture of ‘care’ that is patient focused, and performance driven. Our people promise is “do your life’s best work, by always growing, having a profound human impact and making great things happen together.” If you’d like to truly make a difference, join us at GenesisCare!
#LI-SM1 #LI-Remote
GenesisCare is an Equal Opportunity Employer.
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