New Patient Liaison

Overview:
It may sound cliché, but it is true. A career taking care of cancer patients is a calling for most all of us. It's much more than a job. Each of us has a unique story that brought us to Compass Oncology, but those stories usually share common themes of care, compassion, and commitment. No matter the role, each Compass team member serves in, the goal is the same: to provide the best care possible for each and every one of our patients. If this sounds like you, please reach out to us. We can't wait to hear your story.
The New Patient Liaison at Compass Oncology is a key initial contact for New Patients, playing an integral role in Team Compass. This specialist fulfills a crucial administrative function, ensuring the attendance of every scheduled New Patient at their important initial consultation.
The specialist employs exceptional interpersonal skills to connect with patients, ensuring their well-being and conveying Compass Oncology's values. Our goal is for patients to feel valued even before face-to-face meetings, emphasizing our deep commitment to their care throughout their cancer journey. This role involves direct communication through phone/email/text to confirm appointments, address obstacles to the initial consult, provide alternate appointments as needed, and offer support to New Patients, their loved ones, and caretakers navigating the emotionally challenging chapter of a cancer diagnosis.
Employment Type: Full-Time, 40 Hours, M-F- this position will move to hybrid/remote once training is completed within a 3-6 month period of time.
Location: West Cancer Center (Tigard, OR)
Salary: $52,065-$79,263 salaried
*Final offer amounts are determined by a review of the candidate's applicable experience and qualifications, as well as, internal employee equity considerations.
Scope:
Builds positive connections with new cancer patients to improve their overall experience and care, alleviate stress during what can be a challenging time, and reduce both "no-show" and "no-show without rescheduling" rates. Support and adheres to the US Oncology Compliance Program, including the Code of Ethics and Business Standards and Shared Values.
Responsibilities:
Essential Duties and Responsibilities:

• Conduct Patient Liaison activities in an assigned geographic area, surpassing set objectives. Utilize excellent communication, sales, and relationship-building skills to connect with cancer patients, identify needs, and address appointment obstacles.
• Make proactive outbound calls to confirm initial consultations, offering alternative times when needed. Adapt to evening hours for optimal patient connection. Ensure understanding of appointment details and address concerns, emphasizing Team Compass's dedication to exceptional care
• Triage clinical questions, redirecting patients to comprehensive consultation appointments for in-depth discussions. Leave informative messages for unavailable patients and diligently connect in person (via phone, text, or email) to confirm appointments and address concerns.
• Generate comprehensive summary reports and correspondence for each clinic's care team. Update demographic information as required in systems.
• Increase new oncology patient engagement by reducing "no-show" rates.
• Cultivate positive relationships with patients in the designated territory, implementing a Patient Liaison plan to achieve goals.
• Develop a solid understanding of oncology practices and reasons behind patient non-attendance.
• Identify new strategies to improve patient compliance and overall patient growth.
• Provide feedback and insights, utilizing available data to inform practice leadership.
• Collaborate with management to implement solutions for patient-centric issues leading to "no-shows."
• Work with the practice management team, Patient Care Coordinators, and New Patient Coordinators to ensure prompt resolution of complications that may lead to a "no-show."
• Ensure efficient adherence to administrative duties, including timely completion of regular reports.
• Other duties as assigned.

Qualifications:
Minimum Qualifications:

• Bachelor's degree; at least three (3) years in marketing, sales and/or customer service; Applicable experience, commensurate with the role, may be considered in the absence of formal education.
• Proficiency in Microsoft Office (Outlook, Excel, Word, and PowerPoint) and database applications.
• Ability to comprehend business intelligence reporting and understand the impact of growth initiatives on the practice's financial viability.
• Demonstrated ability to prioritize opportunities and convert them into successful sales/conversions for developing and maintaining existing business.
• Exceptional interpersonal, communication, and relationship-building skills
• Extraordinary phone and customer service skills
• High Emotional Intelligence with the ability to offer empathy and understanding.
• Natural ability to listen to others.
• Strong Problem-solving skills.
• Detail-oriented and highly organized.
• Comfortable with making numerous outbound phone calls, texts, and emails to patients, as well as handling numerous inbound calls, texts, and emails.
• Possess a personal connection and motivation to work with cancer patients.

More About The Company
Compass Oncology team brings together leading cancer experts in the fields of surgical, medical and radiation oncology, pathology and palliative care to provide the most comprehensive cancer care possible and an even more cohesive patient experience. In addition, the majority of our physicians specialize in particular cancer types, bringing a heightened level of expertise to our patients. If you are a dedicated, team-oriented, patient-centered individual looking for an opportunity where you are proud of what you do, work hard, have fun, want to learn and go home at the end of the day knowing you made a difference in the lives of our patients; Compass Oncology is the place for you!
As a member of The US Oncology Network , one of the nation's largest community-based cancer treatment and research networks, Compass Oncology participates in leading-edge clinical trials through US Oncology research, which has helped develop 89 FDA approved cancer therapies. We serve the Portland and Vancouver communities with clinical offices located throughout the metro area.
To learn more about Compass Oncology and its daily mission, please visit our website at https://compassoncology.com/
Our Benefits:
When you feel supported, both from a health and financial wellness perspective, you have the energy and motivation to make good things happen - whether it is caring for patients, caring for yourself and your family, or giving back to your community. That's why Compass Oncology offers a full suite of competitive benefits that support your physical, mental and financial well-being. From health and wellness programs, to retirement education and plans, we give you the tools to make great choices for your health and financial wellbeing now and in the future.
For benefit-eligible employees who work 20 hours or greater, we proudly offer the following:

• Medical , Dental, Vision, Life and Disability
• HSA and Flexible Spending Accounts
• Critical Illness, Hospital, and Legal Plans
• PTO and Holiday Plans
• Retirement Savings Plans
• Robust Wellness Program and Incentives
• EAP
• Perks
• Jeans Fridays!

For more details: Compass Employee Benefits
The US Oncology Network is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
Physicial Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to be present at the employee site during regularly scheduled business hours and regularly required to sit or stand and talk or hear. Requires full range of body motion including handling and lifting patients, manual and finger dexterity, and eye-hand coordination. Requires standing and walking for extensive periods of time. Occasionally lifts and carries items weighing up to 40 lbs. Requires corrected vision and hearing to normal range.
Work Environment: Hybrid
The work environment may include exposure to communicable diseases, toxic substances, ionizing radiation, medical preparations and other conditions common to an oncology/hematology clinic environment. Work will involve in-person interaction with co-workers and management and/or clients. Sales development people regularly work outside the office in order call on patients/customers.