Contact Center Care Coordinator- NETX-Remote

About the role

This full-time, remote position supports The US Oncology Network’s NETX program. You must reside in the state of Texas. Occasional onsite attendance is required for training and meetings.

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

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, recording details of inquiries, comments, and complaints.
• Follow up with customers to ensure 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 Contact Center leadership.

Requirements

• High school graduate or equivalent.
• One year of experience in customer service, call center, or 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, and 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 and concerns efficiently.
• Ability to manage time effectively and prioritize tasks to meet service level metrics, both individually and as a team.
• 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, for recording and retrieving customer information.
• Ability to work collaboratively with colleagues and managers.
• Ability to adapt quickly to changes in callers’ needs and preferences, as well as changes in company policies and procedures.

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.
• Necessary to view and type on computer screens for prolonged periods of time.

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 that rewards step tracking.
• Tuition reimbursement.
• Employee Assistance Program.
• Discounts on favorite retailers.