Contact Center Care Coordinator - San Antonio

The US Oncology Network•Dallas, TX

6d•Remote

About The Position

The Contact Center Care Coordinator at Texas Oncology provides customer service and coordinates 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 full-time role supports the San Antonio Region and is remote for employees who reside in Texas. Occasional onsite attendance is required for training and meetings.

Requirements

High school graduate or equivalent.
At least one year of experience in customer service, a call center, or a healthcare-related role.
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.
Ability to handle multiple tasks, such as answering calls, responding to emails, and updating customer records.
Knowledge of computer software and programs, including Microsoft Office and CRM software.
Ability to adapt quickly to callers’ needs and preferences and to changes in company policies and procedures.

Nice To Haves

Experience 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 verbal and written communication skills, with professional, pleasant, and respectful telephone etiquette.
Bilingual in Spanish and English.

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, including inquiries, comments, and complaints.
Follow up with customers as needed to confirm their 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 as assigned by Contact Center leadership.