Contact Center Care Coordinator - Dallas

US Oncology Inc.; Dallas (TX); Remote; USD 36,000 - 54,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life Insurance

401(k) with company match

Wellness program

Tuition Reimbursement

Employee Assistance program

Retail discounts

Job summary

The US Oncology Network is seeking a Contact Center Care Coordinator for the Dallas region. This remote role requires residing in Texas and may require onsite training. You will coordinate patient care, answer inquiries, and support providers to ensure high-quality service.

Ideal candidates have call center experience, strong communication skills, and familiarity with healthcare terminology. A competitive benefits package and ongoing training are provided.

Qualifications

• High school diploma or equivalent.
• Two years experience in a call center-related role.
• Proven work experience in a customer service role.
• Familiarity with healthcare terminology preferred.

Responsibilities

• Ensure a positive patient experience and satisfaction.
• Respond to inquiries via phone, email, and chat.
• Provide accurate information about products and services.
• Resolve customer complaints promptly and effectively.
• Document interactions and follow up as needed.
• Meet or exceed service level metrics for quality and productivity.
• Stay updated on promotions and product information.
• Collaborate with team members to deliver excellent service.
• Perform other duties as assigned by leadership.

Skills

Customer service

Call center

Communication skills

CRM software

Education

High school diploma

Tools

EMR familiarity

Microsoft Office

Job description

Overview

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 Dallas Region. This is a remote position, but you must reside in the state of Texas. Typical work week is Monday through Friday, 8:30a - 5:00p. Occasionally required to be onsite for training/meetings.

As a 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 and has approximately 530 providers in 280+ sites across Texas, our founders pioneered community-based cancer care because they believed in making the best available cancer care accessible to all communities, allowing people to fight cancer at home with the critical support of family and friends nearby. Our mission is still the same today—at Texas Oncology, we use leading-edge technology and research to deliver high-quality, evidence-based cancer care to help our patients achieve “More breakthroughs. More victories.” in their fight against cancer. Today, Texas Oncology treats half of all Texans diagnosed with cancer on an annual basis.

The US Oncology Network is one of the nation’s largest networks of community-based oncology physicians dedicated to advancing cancer care in America. The US Oncology Network is supported by McKesson Corporation focused on empowering a vibrant and sustainable community patient care delivery system to advance the science, technology, and quality of care.

Why work for us?

One reason to join our team is because we offer our employees a competitive benefits package that includes Medical, Dental, Vision, Life Insurance, Short-term and Long-term disability coverage, a 401-k plan that comes with a company match, a Wellness program that rewards you just for tracking your steps, and lots of other great perks such as Tuition Reimbursement, an Employee Assistance program and discounts on some of your favorite retailers.

What does the Contact Center Care Coordinator do?

The Contact Center Care Coordinator is responsible for providing outstanding customer service while managing and coordinating healthcare services between patients, family members, care providers, and other healthcare institutions. Their duties can include scheduling appointments and providing support, education, and guidance to patient and providers alike.

Responsibilities

KEY 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

Qualifications

MINIMUM 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

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.

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.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be offered to enable individuals with disabilities to perform the essential functions. 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.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations will be offered to enable individuals with disabilities to perform the essential functions. Work is performed in an office environment. Involves frequent interaction with staff, patients, and the public.