Contact Center Care Coordinator- NETX

The US Oncology Network•Dallas, TX

8d•Remote

About The Position

The Contact Center Care Coordinator supports the NETX Region of Texas Oncology and provides customer service while managing and coordinating healthcare services among 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 is a full-time remote position for someone residing in Texas, with occasional onsite attendance for training or meetings. The typical work week is Monday through Friday, 8:00 a.m. to 5:00 p.m. Texas Oncology is part of The US Oncology Network, a community-based oncology network supported by McKesson. Texas Oncology delivers evidence-based cancer care across Texas, using technology and research to support patients in their communities.

Requirements

High school graduation or equivalent.
At least 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 clearly and effectively, 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, prioritize tasks, and meet service-level metrics individually and as part of a team.
Ability to handle multiple tasks, including answering calls, responding to emails, and updating customer records.
Knowledge of computer software and programs, including Microsoft Office and CRM software.
Ability to collaborate with colleagues and managers and adapt to changing caller needs, company policies, and procedures.
Must reside in Texas.
Ability to meet the position’s physical demands, including prolonged sitting and computer use, occasional stooping, bending, stretching, and lifting files or paper weighing up to 30 pounds; sufficient manual dexterity to operate office equipment; correctable vision to 20/20 and hearing in the normal range for telephone contacts.

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 an Electronic Medical Record (EMR) system.
Excellent listening, interpersonal, and communication skills, with professional, pleasant, and respectful telephone etiquette.

Responsibilities

Ensure a positive patient experience by focusing on 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 effectively and promptly.
Document customer interactions and details of inquiries, comments, and complaints.
Follow up with customers as needed to confirm issues have been resolved to their satisfaction.
Meet or exceed established service-level quality and productivity metrics.
Stay up to date with product and service information and promotions.
Collaborate with team members to provide excellent customer service.
Perform other duties assigned by Contact Center leadership.