At Moffitt Cancer Center, we strive to be the leader in understanding the complexity of cancer and applying these insights to contribute to the prevention and cure of cancer. Our diverse team of over 9,000 are dedicated to serving our patients and creating a workspace where every individual is recognized and appreciated. For this reason, Moffitt has been recognized on the 2023 Forbes list of America’s Best Large Employers and America’s Best Employers for Women, Computerworld magazine’s list of 100 Best Places to Work in Information Technology, DiversityInc Top Hospitals & Health Systems and continually named one of the Tampa Bay Time’s Top Workplace. Additionally, Moffitt is proud to have earned the prestigious Magnet® designation in recognition of its nursing excellence. Moffitt is a National Cancer Institute-designated Comprehensive Cancer Center based in Florida, and the leading cancer hospital in both Florida and the Southeast. We are a top 10 nationally ranked cancer center by Newsweek and have been nationally ranked by U.S. News & World Report since 1999.
Working at Moffitt is both a career and a mission: to contribute to the prevention and cure of cancer. Join our committed team and help shape the future we envision.

Summary

The Patient Contact Communication Center handles a high volume of patient calls, schedules and registers all services for all outpatient visits.

We are currently looking for a Patient Portal Specialist (PPS) to join our team.

Position Highlights:

• The Patient Portal Specialist (PPS) is accountable for processing inbound calls, emails, and other forms of requests for help and technical assistance from Moffitt patients, referring physicians and family members.
• The PPS serves as the first level of portal support and resolves technical issues according to defined protocols, ensures resolution, escalate to management when appropriate.
• A successful Patient Portal Specialist strives to assist patients upon first contact and resolves questions regarding patient portal accounts according to organizational guidelines.
• Strong typing and computer skills are also essential, as the Patient Portal Specialist makes record of every call in a database.

Responsibilities:

• Handle a wide range of calls and on-line requests for patients seeking technical assistance and support with Moffitt systems including patient portal accounts, the Moffitt "app", electronic forms, on-line registration, electronic bill pay and other computer systems.
• Provide expertise in problem solving technical issues, serves as point person for escalation of unresolved incidents.
• Notify management and respective IT support services when issues require additional layers of support.
• Serves as portal support subject matter expert for escalation of unresolved issues.
• Accurately enter information obtained during calls into databases as the call is being processed.
• Operates PC-based telephone attendant system to handle incoming, outgoing, and interoffice calls.

The Ideal Candidate will have:

• Bilingual (Spanish)
• Associate’s Degree
• Experience in utilizing the Windows office suite with Microsoft Word Outlook basic proficiency.

Credentials and Qualifications:

• High School Diploma or GED
• Two (2) years telephone-based customer service, 'help desk' or physician answering service experience required or one
• (1) year of relevant Moffitt experience in a role that has direct interaction with patients and/or their families may be considered.
• One (1) year of experience using Microsoft Word and Excel.
• Accurate data entry skills, including fast and accurate keyboarding (typing).
• Proficiency with computer/technical terminology to understand and efficiently answer support questions, while being able to convey technical information to non-technical individuals.
• Knowledge of medical terminology.