Contact Center Care Coordinator-CNST- Remote

About the role

The US Oncology Network is looking for a Contact Center Care Coordinator to join the team at Texas Oncology. This full-time, remote position supports the CNST Region and requires Texas residency. Occasional onsite attendance is required for training or meetings.

As part of The US Oncology Network, Texas Oncology delivers high-quality, evidence-based cancer care to patients across more than 280 sites in Texas, treating half of all Texans diagnosed with cancer each year. The network’s mission is to make advanced cancer care accessible while supporting patients through treatment close to home.

Responsibilities

• Ensure a positive patient experience by focusing on satisfaction and issue resolution
• Respond to customer inquiries via phone, email, and chat in a timely and professional manner
• Provide accurate information about products and services to patients and providers
• Resolve customer complaints and concerns effectively and promptly
• Document customer interactions, including inquiries, comments, and complaints
• Follow up with customers as needed to confirm issue resolution
• Meet or exceed established service level metrics for quality and productivity
• Stay current with product, service, and promotional information
• Collaborate with team members to deliver excellent customer service
• Perform other duties as assigned by Contact Center leadership

Requirements

• High school graduate or equivalent
• One year of experience in customer service, call center, or healthcare-related roles
• Previous healthcare experience and familiarity with medical terminology
• Proficiency in Microsoft Office

Preferred Requirements

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

Knowledge, Skills, & Abilities

• Ability to communicate clearly and effectively, both verbally and in writing, with callers, colleagues, and managers
• Strong active listening skills to understand caller needs and concerns
• Strong problem-solving and critical thinking skills to resolve requests efficiently
• Effective time management and task prioritization to meet service level metrics
• Ability to multitask, such as answering calls, responding to emails, and updating customer records
• Proficiency with computer software and programs, including Microsoft Office and CRM software
• Ability to collaborate effectively with colleagues and managers
• Adaptability to changing caller needs, preferences, and company policies

Physical Demands

• Work may require sitting for extended periods; occasional stooping, bending, and stretching for files and supplies
• Occasional lifting of files or paper up to 30 pounds
• Manual dexterity sufficient to operate a keyboard, calculator, telephone, copier, and other office equipment
• Vision correctable to 20/20 and hearing within normal range for telephone contacts
• Prolonged viewing and typing on computer screens

Work Environment

• Work is performed in an office environment
• Frequent interaction with staff, patients, and the public