Patient Relations Specialist

About the role

OneOncology is building a patient-focused, physician-led, and technology-enabled model aimed at advancing community oncology and improving outcomes for people living with cancer and other diseases. The organization brings together experienced leaders to support its mission and long-term vision.

This is an opportunity to join a mission-driven, growth-oriented environment that values initiative, fresh ideas, and continuous improvement in service of independent physicians and their patients.

Role overview

The Patient Relations Specialist is a key contact for patients and helps ensure they receive prompt, caring, and effective support. The role involves answering inbound calls, addressing questions, resolving concerns, triaging clinical calls, and scheduling non-surgical office visits in a professional and empathetic manner.

This position plays an important part in shaping patient loyalty and the overall relationship with the practice by creating a welcoming first impression and demonstrating attentive care. It requires comfort working in a structured setting, the ability to find answers quickly, adaptability when priorities change, and a strong focus on daily performance targets.

Primary duties

• Manage a large volume of incoming calls from patients, families, and healthcare providers across multiple sites.
• Deliver warm, high-quality support by listening carefully, responding to concerns, and handling issues with empathy and professionalism.
• Review clinical calls, ask the right follow-up questions, and guide patients toward the appropriate next step.
• Work to identify and resolve questions, complaints, and service issues as efficiently as possible.
• Use probing questions to understand the patient’s actual need.
• Book patient appointments according to physician guidance, symptoms, and available scheduling slots.
• Stay current on multi-site protocols and physician schedule changes so patients receive accurate information across all markets.
• Adjust quickly to changing circumstances and prioritize tasks effectively during busy periods.
• Consistently meet or exceed daily, weekly, and monthly targets related to quality, call handling, scheduling accuracy, and resolution time.
• Record patient requests and relevant details clearly and accurately in the appropriate documentation tools.
• Follow all required regulations and confidentiality standards for current and former patients.
• Work closely with team members and sites to maintain efficient workflows and support seamless patient care.

Qualifications

A high school diploma or GED is required. The role calls for 3 to 5 years of customer service experience, and at least 1 year of experience in a healthcare or call center environment is preferred. Candidates must also be able to meet the technology requirements for remote work and maintain a dedicated, quiet, distraction-free workspace.

Skills and competencies

• Strong analytical and problem-solving ability
• Working knowledge of medical terminology
• Excellent service-oriented communication
• Active listening and patient empathy
• Strong written and verbal communication
• Comfort with computers, databases, and digital tools
• High attention to detail and organization
• Ability to multitask in a fast-paced, high-volume setting
• Quick learning and process adaptability
• Strong commitment to privacy and confidentiality
• Typing speed of at least 40 words per minute

Remote work and technology requirements

• Reliable high-speed internet is required to support continuous communication and system access.
• A private, quiet workspace is necessary to protect patient confidentiality and reduce background noise.
• Familiarity with remote collaboration tools, including video conferencing, instant messaging, and CRM platforms, is expected.
• The role must be performed in compliance with all security, privacy, and HIPAA-related requirements.

Physical requirements

• Ability to sit, stand, and/or walk throughout the day.
• Occasional need to stoop, bend, speak, and listen.

Additional information

This job description is intended to describe the general nature of the work and is not a complete list of all duties or responsibilities. The employer may update, add to, or change job duties at any time, with or without notice.

Compensation

The position is paid at an hourly rate of $19.00 to $22.00.