Contact Center Care Coordinator- NETX

About the role

This full-time Contact Center Care Coordinator position supports the NETX Region at Texas Oncology, part of The US Oncology Network. The role is remote but requires residency in Texas, with occasional onsite attendance for training and meetings. The typical work week is Monday through Friday, 8:00 a.m. – 5:00 p.m.

The Contact Center Care Coordinator provides outstanding customer service while managing and coordinating healthcare services between patients, family members, care providers, and other healthcare institutions. Duties include scheduling appointments and providing support, education, and guidance to patients and providers.

Responsibilities

• Ensures a positive and exemplary experience with 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 in a timely and effective manner
• Document customer interactions and record details of inquiries, comments, and complaints
• Follow up with customers, as needed, to ensure that their issues have been 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 the Contact Center leadership

Requirements

• High school graduate or equivalent
• Two years experience in a call center-related role
• Proven work experience in a customer service role
• Relevant training in call center or contact center environments
• Previous healthcare experience and familiarity with medical terminology
• Computer skills and proficiency in Microsoft Office

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) system
• Excellent listening, interpersonal, and communication (verbal and written) skills, and professional, pleasant, and respectful telephone etiquette

Skills

• Ability to communicate effectively and clearly, both verbally and in writing, with callers, colleagues, and managers
• Actively listen to callers to understand their needs and concerns
• Strong problem-solving and critical thinking skills to quickly and efficiently resolve the caller’s request and concerns
• Ability to manage time effectively and prioritize tasks in order to meet service level metrics, both individually and as a team
• Ability to handle multiple tasks at once, such as answering calls, responding to emails, and updating customer records
• Knowledge of computer software and programs, such as Microsoft Office and CRM software, for recording and retrieving customer information
• Working collaboratively with colleagues and managers
• Ability to adapt to changes quickly both with the caller’s needs and preferences, as well as changes in company policies and procedures

Benefits

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

Schedule

Full-time, Monday through Friday, 8:00 a.m. – 5:00 p.m. Remote position; must reside in Texas. Occasionally required onsite for training/meetings.

Physical Demands

Work may require sitting for long periods of time; also stooping, bending, and stretching for files and supplies. Occasionally lifting files or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier, and other office equipment. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts. It is necessary to view and type on computer screens for prolonged periods of time. Reasonable accommodations will be offered to enable individuals with disabilities to perform the essential functions.

Work Environment

Work is performed in an office environment. Involves frequent interaction with staff, patients, and the public. Reasonable accommodations will be offered to enable individuals with disabilities to perform the essential functions.