Contact Center Care Coordinator-Dallas-Remote

About the role

Texas Oncology is seeking a full-time, remote Contact Center Care Coordinator to support our Dallas Region. You must reside in the state of Texas. Occasional onsite attendance is required for training and meetings.

As part of The US Oncology Network—the nation’s largest community-based oncology network—Texas Oncology delivers high-quality, evidence-based care to patients close to home. With approximately 530 providers across 280+ sites, Texas Oncology treats half of all Texans diagnosed with cancer annually. Our mission is to use leading-edge technology and research to help patients achieve “More breakthroughs. More victories.” in their fight against cancer.

Responsibilities

• Ensure a positive and exemplary patient experience by focusing on 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 effectively.
• Document customer interactions, including inquiries, comments, and complaints.
• Follow up with customers to ensure their issues are 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.
• Collaborate with team members to provide 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 a healthcare-related role.
• Computer skills and proficiency in Microsoft Office.

Qualifications

• Previous healthcare experience and familiarity with medical terminology (preferred).
• Proficiency in a call center or customer service setting, including knowledge of customer service principles and call center telephony/technology (preferred).
• Experience with Electronic Medical Record (EMR) systems (preferred).
• Excellent listening, interpersonal, and communication (verbal and written) skills, with professional telephone etiquette.
• Bilingual (Spanish and English) (preferred).

Skills

• Effective verbal and written communication with callers, colleagues, and managers.
• Active listening to understand caller needs and concerns.
• Strong problem-solving and critical thinking to resolve requests efficiently.
• Ability to manage time and prioritize tasks to meet service level metrics.
• Multitasking, including answering calls, responding to emails, and updating records.
• Proficiency in computer software (e.g., Microsoft Office, CRM software).
• Collaboration with colleagues and managers.
• Adaptability to changes in caller needs, company policies, and procedures.

Benefits

• Medical, dental, and vision insurance.
• Life insurance, short-term and long-term disability coverage.
• 401(k) plan with company match.
• Wellness program with step-tracking rewards.
• Tuition reimbursement.
• Employee Assistance Program (EAP).
• Discounts on select retailers.

Physical Demands

• Prolonged sitting, with occasional stooping, bending, and stretching for files/supplies.
• Occasional lifting of files or paper weighing up to 30 pounds.
• Manual dexterity to operate keyboards, telephones, copiers, and other office equipment.
• Vision correctable to 20/20 and hearing within normal range for telephone contacts.
• Ability to view and type on computer screens for prolonged periods.

Work Environment

• Office environment with frequent interaction with staff, patients, and the public.
• Reasonable accommodations available for individuals with disabilities.