Contact Center Care Coordinator - West

The US Oncology Network•Dallas, TX

1d•Remote

About The Position

The Contact Center Care Coordinator provides outstanding customer service while managing and coordinating healthcare services between patients, family members, care providers, and other healthcare institutions. Duties may include scheduling appointments and providing support, education, and guidance to patients and providers. This full-time remote position supports the West Region; candidates must reside in Texas and may occasionally need to be onsite for training or meetings. Texas Oncology is part of The US Oncology Network, a community-based oncology network supported by McKesson. Texas Oncology delivers evidence-based cancer care through providers and sites across Texas, with a mission to make high-quality cancer care accessible close to home.

Requirements

High school graduate or equivalent.
Two years of 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.
Ability to communicate effectively and clearly, verbally and in writing, with callers, colleagues, and managers.
Active listening skills to understand callers’ needs and concerns.
Strong problem-solving and critical-thinking skills.
Ability to manage time and prioritize tasks to meet service-level metrics, individually and as a team.
Ability to handle multiple tasks, such as answering calls, responding to emails, and updating customer records.
Knowledge of computer software and programs such as Microsoft Office and CRM software.
Ability to work collaboratively with colleagues and managers and adapt quickly to caller needs and changes in company policies and procedures.
Must reside in Texas; occasional onsite attendance may be required for training or meetings.

Nice To Haves

Proficiency in a call center or customer service setting, including knowledge of customer service principles and practices and call center telephony and technology.
Experience with an Electronic Medical Record (EMR) system.
Excellent listening, interpersonal, and verbal and written communication skills, with professional, pleasant, and respectful telephone etiquette.

Responsibilities

Ensure a positive and exemplary experience for patients, focusing on patient experience, satisfaction, and resolution.
Respond to customer inquiries by phone, email, and chat in a timely and professional manner.
Provide accurate information about products and services.
Resolve customer complaints and concerns in a timely and effective manner.
Document customer interactions, including details of inquiries, comments, and complaints.
Follow up with customers as needed to ensure 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.
Collaborate with other team members to provide excellent customer service.
Perform other duties as assigned by Contact Center leadership.