New Patient Experience Rep

City of Hope; United States; Remote; USD 25,000 - 30,000; Full time

Job summary

City of Hope is seeking a New Patient Experience Representative to be the primary contact for prospective patients, caregivers and referral inquiries. You will listen, understand needs, guide callers through the care pathways, and coordinate with scheduling to set appointments at our cancer care locations.

Responsibilities include lead management, maintaining knowledge of oncology services and insurance offerings, and delivering high-level customer service from a home-based setup in CST hours

Qualifications

• College degree in Business/Marketing/Sales/Healthcare related field.
• Call center experience.
• Working knowledge of healthcare services/oncology preferred.
• Experience 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.
• Adaptable to ongoing change in the form of new initiatives, models, and processes.

Responsibilities

• Serve as the primary point-of-contact for prospective patients, caregivers and referral calls/chats.
• Actively listen, understand caller needs, and guide patients through care pathways.
• Coordinate with scheduling to set appointments and manage lead follow-up.
• Demonstrate knowledge of oncology services, insurance offerings, and hospital specialties.
• Deliver high-quality customer service and support patient acquisition goals.

Skills

Call center experience

Excellent customer service

Interpersonal and communication skills

Verbal fluency and closing skills

Adaptability to change

Education

College degree in Business/Marketing/Sales/Healthcare

Tools

CRM software

Computer applications

Job description

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 among the top 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.

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 among the top 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

HOURS - 10am-6:30pm CST

Job Overview

The New Patient Experience Rep is the primary point-of-contact for prospective patients, caregivers and referral phone calls and chats. Their role is to actively listen and seek to understand caller/chatter needs, guide patients/caregivers through the appropriate pathway based on our business model, 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 Requirements

• College Education (BA, BS) in Business/Marketing/Sales/Healthcare related field etc.,
• Call center experience
• Working knowledge with healthcare services/oncology, preferred.
• 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.
• Adaptable to ongoing change in the form of new initiatives, models, and processes.
• 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.