New Patient Experience Rep

City of Hope; United States; Remote; USD 42,000 - 56,000; Full time

Job summary

City of Hope is seeking a New Patient Experience Rep to serve as the primary contact for prospective patients, caregivers, and referrals. You will listen, identify needs, and translate them into care options while highlighting our differentiators and managing next steps.

Responsibilities include lead follow-up, scheduling coordination, and maintaining specialized knowledge in oncology and related services to support patient acquisition and exceptional service.

Qualifications

• College degree in business, marketing, sales, or healthcare field preferred.
• Working knowledge of healthcare services / oncology preferred.
• Call center experience.
• Experience with computer applications.
• Excellent customer service.
• Strong interpersonal and communication skills.
• Verbal fluency with the ability to influence over the telephone and computer; strong closing skills.
• Achievement oriented; committed to continuous learning and improvement.
• Requires appropriate internet services and a dedicated home workspace.

Responsibilities

• Be the primary point of contact for prospective patients, caregivers, and referrals.
• Actively listen to caller needs and translate into care possibilities.
• Communicate differentiators and provide lead management follow-up.
• Work with scheduling to book appointments at locations.
• Maintain knowledge in oncology, non-oncology treatments, insurance offerings, and hospital specialties.
• Aim to deliver customer service and patient acquisition goals.

Skills

Call center experience

Customer service excellence

Interpersonal communication

Verbal communication

Computer skills

Continuous learning

Healthcare knowledge

Team collaboration

Education

BA/BS in Business/Marketing/Healthcare

Job description

New Patient Experience Rep

About City of Hope,
City of Hope's mission is to make hope a reality for all touched by cancer and diabetes. Founded in 1913, City of Hope has grown into one of the largest and most advanced cancer research and treatment organizations in the U.S., and one of the leading research centers for diabetes and other life‑threatening illnesses. City of Hope research has been the basis for numerous breakthrough cancer medicines, as well as human synthetic insulin and monoclonal antibodies. With an independent, National Cancer Institute‑designated comprehensive cancer center that is ranked top 5 in the nation for cancer care by U.S. News & World Report at its core, City of Hope's uniquely integrated model spans cancer care, research and development, academics and training, and a broad philanthropy program that powers its work. City of Hope's growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and cancer treatment centers and outpatient facilities in the Atlanta, Chicago and Phoenix areas.

The successful candidate:

Job Overview

The New Patient Experience Rep is the primary point‑of‑contact for prospective patients, caregivers and physician referral phone calls and chats. Their role is to actively listen and seek to understand caller/chatter needs, translate those needs into specific possibilities of care, and speak confidently and accurately to our organization's key differentiators, provide lead management follow up and work with scheduling to schedule appointments. They are responsible for acquiring, maintaining, and demonstrating a high level of specialized knowledge in such areas as oncology, non‑oncology cancer treatments, insurance offerings, and hospital specialties. They are accountable for delivering on both customer service and patient acquisition goals. In doing so, they need to gain a deep understanding of prospects' needs and barriers and be able to leverage our organization's offerings to overcome these barriers in order to schedule patients for an appointment at one of our locations.

Job Qualifications

• College Education (BA, BS) in Business/Marketing/Sales/Healthcare related field etc., preferred.
• Working knowledge with healthcare services/oncology, preferred.
• Call center experience
• Experience working with computer applications.
• Excellent customer service.
• Strong interpersonal and communication skills.
• Verbal fluency with facilitative influence over the telephone and computer, with strong closing skills.
• Achievement oriented; committed to continuous learning and improvement.
• Requires appropriate internet services, speed and dedicated workspace to effectively work from home.

City of Hope is an equal opportunity employer.

City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location.