Contact Center Care Coordinator-Dallas-Remote

About the Role

We are seeking a Contact Center Care Coordinator to join our team at Texas Oncology, part of The US Oncology Network. This full-time, remote position supports our Dallas Region. You must reside in the state of Texas. Occasional onsite attendance is required for training and meetings.

Texas Oncology is the largest community oncology provider in the country, with approximately 530 providers across 280+ sites in Texas. Our mission is to deliver high-quality, evidence-based cancer care, helping patients achieve "More breakthroughs. More victories." in their fight against cancer. Today, we treat half of all Texans diagnosed with cancer annually.

The US Oncology Network is one of the nation’s largest networks of community-based oncology physicians, dedicated to advancing cancer care in America and supported by McKesson Corporation.

Responsibilities

• Ensure a positive and exemplary experience for all patients by focusing on patient experience, 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 and promptly.
• Document customer interactions, including details of 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.
• Work collaboratively with other 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.
• Previous healthcare experience and familiarity with medical terminology.
• Computer skills and proficiency in Microsoft Office.

Preferred Qualifications

• 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 Electronic Medical Record (EMR) systems.
• Excellent listening, interpersonal, and communication (verbal and written) skills, with professional, pleasant, and respectful telephone etiquette.
• Bilingual (Spanish and English).

Skills

• Ability to communicate effectively and clearly, both verbally and in writing, with callers, colleagues, and managers.
• Active listening to understand callers' needs and concerns.
• Strong problem-solving and critical thinking skills to resolve callers' requests efficiently.
• Ability to manage time effectively and prioritize tasks to meet service level metrics.
• Ability to handle multiple tasks simultaneously, such as answering calls, responding to emails, and updating customer records.
• Knowledge of computer software and programs, such as Microsoft Office and CRM software.
• Ability to work collaboratively with colleagues and managers.
• Ability to adapt quickly to changes in callers' needs, preferences, and company policies.

Physical Demands

• Work may require sitting for long periods, as well as stooping, bending, and stretching for files and supplies.
• Occasionally lifting files or paper weighing 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 the normal range for telephone contacts.
• Ability to view and type on computer screens for prolonged periods.

Work Environment

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

Benefits

• Medical, Dental, and Vision insurance.
• Life Insurance, Short-term and Long-term disability coverage.
• 401(k) plan with company match.
• Wellness program with rewards for tracking steps.
• Tuition Reimbursement.
• Employee Assistance Program.
• Discounts on favorite retailers.