Contact Center Care Coordinator- Urology

US Oncology Network • Dallas, TX

129d • Remote

About The Position

The US Oncology Network is looking for a Contact Center Care Coordinator to join our team at Texas Oncology. This full-time REMOTE position will support our Urology Pod. This is a remote position, but you must reside in the state of Texas. As a part of The US 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. The US Oncology Network is one of the nation's largest networks of community-based oncology physicians dedicated to advancing cancer care in America. The US 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.

Requirements

• High school graduate or equivalent.
• Two years experience in a call center-related role.
• Proven work experience in a customer service role.
• Relevant training in call center or contact center environments.
• Previous healthcare experience and familiarity with medical terminology.
• Computer skills and proficiency in Microsoft Office.

Nice To Haves

• 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 Medical Record (EMR) system.
• Excellent listening, interpersonal, and communication (verbal and written) skills, and professional, pleasant, and respectful telephone etiquette.

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.

Benefits

• Medical, Dental, Vision, Life Insurance.
• Short-term and Long-term disability coverage.
• 401-k plan that comes with a company match.
• Wellness program that rewards you just for tracking your steps.
• Tuition Reimbursement.
• Employee Assistance program.
• Discounts on some of your favorite retailers.

What This Job Offers

• Job Type: Full-time
• Industry: Ambulatory Health Care Services
• Education Level: High school or GED