Job Description
Overview
The US Oncology Network is looking for a Contact Center Care Coordinator to join our team at Texas Oncology. This full-time position will support our DFWW Region. This is a remote position, but you Must reside in the state of Texas. Occasionally required to be onsite for training/meetings.
As a part of TheUS Oncology Network, Texas Oncology delivers high-quality, evidence-based care to patients close to home. Texas Oncology is the largest community oncology provider in the country and has approximately 530 providers in 280+ sites across Texas, our founders pioneered community-based cancer care because they believed in making the best available cancer care accessible to all communities, allowing people to fight cancer at home with the critical support of family and friends nearby. Our mission is still the same today—at Texas Oncology, we use leading-edge technology and research to deliver high-quality, evidence-based cancer care to help our patients achieve “More breakthroughs. More victories.” ® in their fight against cancer. Today, Texas Oncology treats half of all Texans diagnosed with cancer on an annual basis.
TheUS Oncology Network is one of the nation’s largest networks of community-based oncology physicians dedicated to advancing cancer care in America. TheUS Oncology Network is supported by McKesson Corporation focused on empowering a vibrant and sustainable community patient care delivery system to advance the science, technology, and quality of care.
Why work for us?
One reason to join our team is because we offer our employees a competitive benefits package that includes Medical, Dental, Vision, Life Insurance, Short-term and Long-term disability coverage, a 401-k plan that comes with a company match, a Wellness program that rewards you just for tracking your steps, and lots of other great perks such as Tuition Reimbursement, an Employee Assistance program and discounts on some of your favorite retailers.
What does the Contact Center Care Coordinator do?
The Contact Center Care Coordinator is responsible for providing outstanding customer service while managing and coordinating healthcare services between patients, family members, care providers, and other healthcare institutions. Their duties can include scheduling appointments and providing support, education, and guidance to patient and providers alike.
Qualifications
MINIMUM REQUIREMENTS
- High school graduate or equivalent
- One year of experience in customer service, call center or healthcare-related role
- Previous healthcare experience and familiarity with medical terminology
- Computer skills and proficiency in Microsoft Office
PREFERRED REQUIREMENTS
- Proficiency in a call center or customer service setting, with knowledge of customer service principles and practices and call center telephony and technology
- Experience with Electronic Medial Record (EMR) system
- Excellent listening, interpersonal, and communication (verbal and written) skills, and professional, pleasant, and respectful telephone etiquette.
- Bi-Lingual (Spanish and English)
KNOWLEDGE, SKILLS, & ABILITIES
- Ability to communicate effectively and clearly, both verbally and in writing, with callers, colleagues, and managers.
- Actively listen to callers to understand their needs and concerns is a crucial skill for customer service representatives.
- Strong problem-solving and critical thinking skills to quickly and efficiently resolve the caller’s request and concerns.
- Ability to manage time effectively and prioritize tasks in order to meet service level metrics, both individually and as a team.
- Ability to handle multiple tasks at once, such as answering calls, responding to emails, and updating customer records.
- Knowledge of computer software and programs, such as Microsoft Office and CRM software, is essential for recording and retrieving customer information. Working collaboratively with colleagues and managers.
- Ability to adapt to changes quickly both with the caller’s needs and preferences, as well as changes in company policies and procedures.
PHYSICAL 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 will be offered to enable individuals with disabilities to perform the essential functions. Work may require sitting for long periods of time; also stooping, bending, and stretching for files and supplies. Occasionally lifting files or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier, and other office equipment. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts. It is necessary to view and type on computer screens for prolonged periods of time.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations will be offered to enable individuals with disabilities to perform the essential functions. Work is performed in an office environment. Involves frequent interaction with staff, patients, and the public.
Responsibilities
KEY RESPONSIBILITIES
- Ensures a positive and exemplary experience with all patients by focusing on patient experience, satisfaction, and resolution
- Respond to customer inquiries via phone, email, and chat in a timely and professional manner
- Provide accurate information about products and services to customers
- Resolve customer complaints and concerns in a timely and effective manner
- Document customer interactions and record details of inquiries, comments, and complaints
- Follow up with customers, as needed, to ensure that their issues have been resolved to their satisfaction
- Meet or exceed established service level metrics for quality and productivity
- Stay up-to-date with product and service information and promotions
- Work collaboratively with other team members to provide excellent customer service
- Perform other duties as assigned by the Contact Center leadership
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