Job Description

Concierge, Cancer Services Center

Cancer care is all we do

Hope in healing

Cancer Treatment Centers of America® (CTCA®) takes a unique and integrative approach to cancer care. Our patient-centered care model is founded on a commitment to personalized medicine, tailoring a combination of treatments to the needs of each individual patient. At the same time, we support patients’ quality of life by offering therapies designed to help them manage the side effects of treatment, addressing their physical, spiritual and emotional needs, so they are better able to stay on their treatment regimens and get back to life. At the core of our whole-person approach is what we call the Mother Standard® of care, so named because it requires that we treat our patients, and one another, like we would want our loved ones to be treated. This innovative approach has earned our hospitals a Best Place to Work distinction and numerous accreditations. Each of us has a stake in the successful outcomes of every patient we treat.

Job Description:

Cancer Services Center (CSC) - Concierge

The Concierge supports the patient from the point of provisional scheduling, through the preparation for a scheduled appointment, and continuing with post-visit follow up, and long-term relationship management. Once the provisional appointment is set, the Concierge serves as a liaison between the Network Member or Service Partner team and the Patient to ensure appropriate appointment readiness in accordance with the Concierge Service Protocol (a set of administrative tasks that may include assistance with patient portal registration, medical records coordination, gathering of registration information, forms completion, other intake, etc), provide assistance with travel instructions (driving directions, parking options, public transportation options), and address other issues identified by the CSC, the Network Member or Service Partner team, or the Patient. The Concierge will also provide an appointment reminder contact to the Patient in advance of the visit, in the manner preferred by the Patient (call, text, email).

Following a visit, the Concierge will contact the Patient to deliver a brief Cancer Compass Patient Satisfaction and Follow-Up Survey. This is intended to ensure that the Patient’s expectations were met and that the service provided by the Network Member or Service Partner was consistent with the requirements of the Cancer Compass Network Participation Agreement. Further, during this survey process the Concierge will offer to assist with securing any additional services or products needed. When Patients purchase a virtual service (consult, testing, etc), the Concierge will facilitate various components of the Patient flow in order to provide an efficient and exceptional experience. 

The Concierge will play an integral role in Patient engagement throughout the Patient’s entire journey, building a trusted relationship by utilizing various methods of touch points including emails, phone calls, portal communication, etc.  The purpose of such touch points will be to assist with current needs while continuously assessing and anticipating how Cancer Compass can fulfill their future needs with products and services. The Concierge is also responsible for performing various other administrative and clerical duties required to support these functions and, on an as-needed basis, may be required to perform other tasks.

Education, Experience and Skills Requirements

  • Undergraduate degree required
  • Minimum 5 years of customer service experience required
  • Excellent telephone presence and skills
  • Active and compassionate listener
  • Organized communicator with superb attention to detail
  • Superior ability to use computer systems, including the Microsoft Office suite
  • Ability to facilitate point of purchase transactions
  • Wholly supportive of patient empowerment with a demonstrated commitment to the highest level of customer service

We win together

Each CTCA employee is a Stakeholder, driven to make a true difference and help win the fight against cancer. Each day is a challenge, but this unique experience comes with rewards that you may never have thought possible. To ensure each team member brings his or her best self, we offer exceptional support and immersive training to encourage your personal and professional growth. If you’re ready to be part of something bigger and work with a passionate, dynamic group of care professionals, we invite you to join us. 

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Application Instructions

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