Address
Form of workFred Hutchinson Cancer Center is an independent, nonprofit organization providing adult cancer treatment and groundbreaking research focused on cancer and infectious diseases. Based in Seattle, Fred Hutch is the only National Cancer Institute-designated cancer center in Washington.
With a track record of global leadership in bone marrow transplantation, HIV/AIDS prevention, immunotherapy and COVID-19 vaccines, Fred Hutch has earned a reputation as one of the world's leading cancer, infectious disease and biomedical research centers. Fred Hutch operates eight clinical care sites that provide medical oncology, infusion, radiation, proton therapy and related services, and network affiliations with hospitals in five states. Together, our fully integrated research and clinical care teams seek to discover new cures to the world's deadliest diseases and make life beyond cancer a reality.
At Fred Hutch we value collaboration, compassion, determination, excellence, innovation, integrity and respect. These values are grounded in and expressed through the principles of diversity, equity and inclusion. Our mission is directly tied to the humanity, dignity and inherent value of each employee, patient, community member and supporter. Our commitment to learning across our differences and similarities make us stronger. We seek employees who bring different and innovative ways of seeing the world and solving problems. Fred Hutch is in pursuit of becoming an anti-racist organization. We are committed to ensuring that all candidates hired share our commitment to diversity, anti-racism and inclusion.
The Administrative Assistant I performs general administrative duties for the head of a department or program.
Most Fred Hutch jobs require some on-campus work. However, there may be flexibility for certain positions. Please check with the recruiter if you are an out-of-state applicant interested only in working outside of the Seattle area.
ResponsibilitiesThe incumbent works independently under the supervision of Fred Hutch Privacy staff in performing responsibilities. Judgment is used daily in representing Fred Hutch and in interacting with Fred Hutch staff, patients, former patients and outside organizations. It is imperative that the utmost confidentiality must be maintained throughout this work.
JOB DUTIES
- Return patient phone calls in a timely manner as assigned by the Privacy Team.
- Follow an established script including FAQ responses.
- Maintain outlined call queue guidelines.
- When possible, return voicemails before the end of business each day.
- Follow HIPAA guidelines and safety rules as outlined in training.
- Attend and participate in team huddles, staff meetings, and ongoing training as required.
- Perform all duties to achieve or exceed established service standards and create a respectful caller experience.
- Document notes from each call in an Excel spreadsheet housed in Teams.
- Use professionalism, empathy and good judgment in determining if calls should be further escalated to team lead.
- Communicate to team lead verbally and in Excel spreadsheet any issues of note during calls.
- Perform other duties as assigned.
Minimum Qualifications:
- Bachelor's degree required.
- Minimum of four years progressively complex administrative and customer service experience, preferably in a healthcare or privacy setting.
- Prior call center or front desk experience in a health care setting a plus.
- Ability to maintain confidentiality.
- Outstanding oral and written communication skills.
- Strong emotional intelligence and customer service skills and experience interacting with diverse populations.
- Experience in a fast paced, complex healthcare environment.
- Experience in the use of the MS Office suite including Outlook, Excel, and Teams.
