Texas Oncology
Contact Center Care Coordinator- San Antonio
Texas Oncology, Dallas, Texas, United States, 75215
Contact Center Care Coordinator – San Antonio, Texas Oncology
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 San Antonio Region. This is a remote position, but you must reside in the state of Texas, and you may need to be on site occasionally for training or 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 with approximately 530 providers in more than 280 sites across Texas. Our mission is to provide accessible, community‑based cancer care that lets patients fight cancer at home with the support of family and friends nearby. We use leading‑edge technology and research to deliver high‑quality, evidence‑based care to help patients achieve more breakthroughs and victories. Texas Oncology treats half of all Texans diagnosed with cancer every year. The US Oncology Network is one of the nation’s largest networks of community‑based oncology physicians dedicated to advancing cancer care in America and is supported by McKesson Corporation, which focuses on empowering a vibrant and sustainable community patient care delivery system.
Why work for us? We offer a competitive benefits package including medical, dental, vision, life insurance, short‑term and long‑term disability coverage, a 401(k) plan with company match, a wellness program that rewards you for tracking your steps, tuition reimbursement, an employee assistance program, and discounts on a variety of retailers.
What does the Contact Center Care Coordinator do? The Contact Center Care Coordinator provides outstanding customer service while managing and coordinating healthcare services between patients, family members, care providers, and other healthcare institutions. Duties include scheduling appointments, providing support, education, and guidance to patients and providers, and more.
Responsibilities
Ensure 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 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.
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) systems.
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.
Active listening to understand callers’ needs and concerns.
Strong problem‑solving and critical‑thinking skills to quickly and efficiently resolve caller requests and concerns.
Ability to manage time effectively and prioritize tasks 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.
Ability to adapt to changes quickly, both to caller needs and preferences, and to company policies and procedures.
Physical Demands Work may require sitting for long periods; stooping, bending, and stretching for files and supplies. Occasionally lifting files or paper weighing up to 30 pounds. Requires manual dexterity to operate keyboard, calculator, telephone, copier, and other office equipment. Vision must be correctable to 20/20; hearing within normal range for telephone contacts. Necessary to view and type on computer screens for prolonged periods.
Work Environment The work environment is an office setting with frequent interaction with staff, patients, and the public.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Other
Industries
Hospitals and Health Care
Referrals increase your chances of interviewing at Texas Oncology by 2 ×.
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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 San Antonio Region. This is a remote position, but you must reside in the state of Texas, and you may need to be on site occasionally for training or 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 with approximately 530 providers in more than 280 sites across Texas. Our mission is to provide accessible, community‑based cancer care that lets patients fight cancer at home with the support of family and friends nearby. We use leading‑edge technology and research to deliver high‑quality, evidence‑based care to help patients achieve more breakthroughs and victories. Texas Oncology treats half of all Texans diagnosed with cancer every year. The US Oncology Network is one of the nation’s largest networks of community‑based oncology physicians dedicated to advancing cancer care in America and is supported by McKesson Corporation, which focuses on empowering a vibrant and sustainable community patient care delivery system.
Why work for us? We offer a competitive benefits package including medical, dental, vision, life insurance, short‑term and long‑term disability coverage, a 401(k) plan with company match, a wellness program that rewards you for tracking your steps, tuition reimbursement, an employee assistance program, and discounts on a variety of retailers.
What does the Contact Center Care Coordinator do? The Contact Center Care Coordinator provides outstanding customer service while managing and coordinating healthcare services between patients, family members, care providers, and other healthcare institutions. Duties include scheduling appointments, providing support, education, and guidance to patients and providers, and more.
Responsibilities
Ensure 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 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.
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) systems.
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.
Active listening to understand callers’ needs and concerns.
Strong problem‑solving and critical‑thinking skills to quickly and efficiently resolve caller requests and concerns.
Ability to manage time effectively and prioritize tasks 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.
Ability to adapt to changes quickly, both to caller needs and preferences, and to company policies and procedures.
Physical Demands Work may require sitting for long periods; stooping, bending, and stretching for files and supplies. Occasionally lifting files or paper weighing up to 30 pounds. Requires manual dexterity to operate keyboard, calculator, telephone, copier, and other office equipment. Vision must be correctable to 20/20; hearing within normal range for telephone contacts. Necessary to view and type on computer screens for prolonged periods.
Work Environment The work environment is an office setting with frequent interaction with staff, patients, and the public.
Seniority Level
Entry level
Employment Type
Full‑time
Job Function
Other
Industries
Hospitals and Health Care
Referrals increase your chances of interviewing at Texas Oncology by 2 ×.
#J-18808-Ljbffr