Contact Center Representative II (Evening Shift)
About The Position
We are seeking a compassionate and detail-oriented professional to join our team as a key point of contact for patients and callers. In this role, you will serve as a vital communication link, managing incoming and outgoing calls while supporting patients, families, and healthcare teams. You will help guide individuals through their care journey by providing accurate information, ensuring appropriate referrals, and delivering an exceptional customer experience. This is an opportunity to make a meaningful impact by supporting patients during critical moments and contributing to a mission-driven organization.
Requirements
- High School diploma or equivalent required
- Minimum of 2 years of customer service experience in a call or contact center environment
Responsibilities
- Serve as the first point of contact, professionally handling and screening incoming calls
- Guide callers toward timely and effective resolution of their needs
- Identify urgent or crisis situations and ensure appropriate escalation
- Determine appropriate referrals for City of Hope services using established criteria
- Deliver empathetic, high-quality customer service with minimal call transfers
- Communicate effectively with individuals from diverse cultural and educational backgrounds
- Document and process patient concerns, requests, and feedback using call center protocols
- Accurately collect and maintain caller information in databases and records
- Maintain organized records, reports, and files to support efficient operations
- Uphold confidentiality, integrity, and compliance with all policies and procedures
Benefits
- To learn more about our Comprehensive Benefits, please CLICK HERE.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
