Contact Center Care Coordinator-DFWW

The US Oncology Network•Dallas, TX

6h•Hybrid

About The Position

The US Oncology Network is looking for a Contact Center Care Coordinator to join their team at Texas Oncology. This full-time position will support the DFWW Region and is a remote position, though the candidate must reside in Texas and may be occasionally required to be onsite for training/meetings. Texas Oncology, part of The US Oncology Network, is the largest community oncology provider in the country with approximately 530 providers in 280+ sites across Texas, delivering high-quality, evidence-based care to patients close to home. The US Oncology Network, supported by McKesson Corporation, focuses on empowering a vibrant and sustainable community patient care delivery system. 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 include scheduling appointments and providing support, education, and guidance to patients and providers alike.

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
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

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 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)

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