Contact Center Care Coordinator- NETX-Remote

About the Role

The US Oncology Network is looking for a Contact Center Care Coordinator to join our team at Texas Oncology. This full-time position will support our NETX. This is a remote position, but you must reside in the state of Texas. Occasionally required to be onsite for training/meetings.

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

Minimum 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 Requirements

• 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
• Bi-Lingual (Spanish and English)

Knowledge, Skills, & Abilities

• 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 is a crucial skill for customer service representatives
• 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, is essential 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, Life Insurance
• Short-term and Long-term disability coverage
• 401-k plan with company match
• Wellness program that rewards you for tracking your steps
• Tuition Reimbursement
• Employee Assistance program
• Discounts on select retailers

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