The Clinic/Patient Access Administration department has oversight of all Patient and Clinic Access functions at Moffitt, including clinic and outpatient registration, the New Patient Appointment Center and the Patient Communication Center and Patient Care Hotline. The Service Escalation team collaborates with teams across the Cancer Center to troubleshoot and resolve patient and provider concerns, monitors operational data, and pursues ongoing registration and scheduling process improvements.

The Service Escalation Specialist serves the patients, families and staff of the cancer center to provide guidance and support with the goal of building and maintaining a high quality patient experience. 

We are currently looking for a Service Escalation Specialist join our team. 

Position Highlights:

• This position is the resource dedicated to providing expedited service recovery in the high volume outpatient clinics, Patient Communication Center, and Patient Appointment Center to address patient, family and referring provider concerns and complaints regarding scheduling and/or registration.
• The Service Escalation Specialist researches service lapses and works constructively with department management to provide service recovery and implement preventive measures to avoid future issues of a similar nature. 
• The Specialist plays an important role in ensuring service quality by monitoring of telephone calls and patient portal correspondence for quality and service standards and taking escalated calls for service resolution and recovery.

Responsibilities:

• Analyzes, researches historical events, and contributing factors to service lapses within the system applications and/or contributing processes.
• Receives, documents, and resolves patient, family and referring provider complaints regarding scheduling and/or registration.
• Monitors telephone calls and (mail, email and patient portal) correspondence for quality and service standards. Builds and maintains constructive relationships with clinic managers, clinic staff and faculty. Identifies issues and root causes

and brings opportunities to department management.

• Analyzes Patient Access pilot projects to trend issues and/or deficiencies.
• Exercises excellent command of oral and written skills and documents all complaints and related patient encounters with accuracy and promptness. Independently generates correspondence to patients to document outcomes of investigations and service resolution/recovery efforts.

The Ideal Candidate will have:

• A Bachelor’s Degree
• Bilingual in English and Spanish 

Credentials and Qualifications:

• High School Diploma or GED
• Three (3) years of customer service experience including service recovery and investigation into the contributing factors to service lapses.
• One (1) year of Cerner Millennium scheduling experience.
• Fluency with use of Microsoft Word, Excel and Outlook