Onsite Customer Care Representative - City of Hope Duarte

About the Role

Under the direction of the Manager of Customer Care, the Onsite Customer Care Representative is responsible for improving and maintaining the outpatient ambulatory pump program and services for City of Hope Cancer Center in Duarte, CA. This role may require proof of vaccination to access certain medical facilities.

Responsibilities

• Patient Information:
  • Assist with improving and/or maintaining the Patient Information Workflow
  • Determine best practices to notify nurses of new starts/restarts needing consent
  • Obtain consent when possible
  • In-service new hires on the process
  • Update patient information using express.infusystem.com
  • Notate at-home disconnects and ensure pumps are returned
  • Identify missing patient information necessary for billing
  • Troubleshoot Patient Information Workflow issues daily
• Ambulatory Pumps & Supplies:
  • Coordinate with InfuSystem Courier for pumps/supplies
  • Help order and maintain PAR of supplies
  • Assign serial numbers for tracking
  • Enter RGAs for pump malfunctions
  • Maintain appropriate pump quantities
  • Follow up with patients who haven’t returned pumps
  • Handle and escalate customer complaints
  • Troubleshoot Pump & Supply issues daily

Qualifications

• Clinical background
• Knowledge of Microsoft Office (Word, Access, Excel)
• Strong telephone skills
• Professional, organized, and detail-oriented
• Ability to multi-task
• Ability to write reports and correspondence
• Current valid driver’s license

Education and Experience

Bachelor’s degree from a four-year college or university; or one to two years’ related experience and/or training; or equivalent combination of education and experience. Healthcare experience required.

Personal and Professional Attributes

• Strong work ethic and sound judgment
• Proven written and verbal communication skills
• Curiosity to pursue issues and increase expertise
• Ability to design innovative performance metrics
• Courage to promote and defend ideas
• Passion for serving customers and patients
• Commitment to improving business processes
• Exemplary honesty and integrity
• Team player with collaborative skills

Skills

• Language Skills: Proficient in reading, analyzing, and interpreting business and technical documents; strong writing and presentation skills.
• Mathematical Skills: Ability to perform basic calculations and apply algebra and geometry concepts.
• Reasoning Ability: Problem-solving skills with ability to interpret varied instructions.
• Computer Skills: Proficient in database, spreadsheet, and word processing software.

Certificates, Licenses, Registrations

Current driver's license and reliable transportation for travel within the Tampa, FL area.

Physical Demands

Regularly required to sit, use hands, and talk/hear. Frequently stands, walks, and reaches. Occasionally climbs, balances, stoops, kneels, crouches, or crawls. Lifts/moves up to 10 pounds. Requires close and distance vision with ability to adjust focus.

Work Environment

Standard office environment with reasonable accommodations available.

Pay

The expected salary range for this position is $55,000 - $60,000 per year, based on relevant experience, education, skills, and qualifications.

Schedule

Full-time, 40-hour-per-week, on-site position with flexible start/end times (e.g., 7:00 a.m. – 3:00 p.m., 8:00 a.m. – 4:00 p.m., or 9:00 a.m. – 5:00 p.m.). Schedule may vary slightly to accommodate workload.

Benefits

• Health plan options with employer contribution
• Health Savings Account (HSA)
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• Dental and Vision premiums covered
• Life Insurance, STD & LTD
• Paid Parental Leave
• Adoption and Fertility Assistance
• 401(k) with Company Match
• Employee Stock Purchase Program
• Tuition Assistance
• Generous Paid Time Off
• Employee Assistance Program
• Competitive Pay
• Employee Referral Bonus