Missouri Cancer Associates is a multi‑specialty practice that includes medical oncology, hematology, radiation oncology and urology. The practice has 25 providers serving ten Missouri communities and its main office is in Columbia. Through state‑of‑the‑art medical technology, highly experienced physicians and nurse practitioners and quality patient care, Missouri Cancer Associates has become the premier cancer treatment center in Mid‑Missouri. In 2022, we celebrated our 40th year of taking care of patients!
We are looking for a friendly and hard‑working Contact Center Care Coordinator to join our Columbia, Missouri team. Candidates should have an outgoing and friendly demeanor, a positive work ethic, and a track record of working well with others in a team environment. We prefer applicants who have customer service experience, but we are willing to train the right person. You must exemplify the values of our company and provide patients with the highest levels of care.
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 patients and providers alike.
Responsibilities
Ensures a positive and exemplary experience with all patients by focusing on patient experience, satisfaction, and resolution.
Responds to customer inquiries via phone, e‑mail, and chat in a timely and professional manner.
Provides accurate information about products and services to customers.
Resolves customer complaints and concerns in a timely and effective manner.
Documents customer interactions and records details of inquiries, comments, and complaints.
Follows up with customers, as needed, to ensure that their issues have been resolved to their satisfaction.
Meets or exceeds established service level metrics for quality and productivity.
Stays up to date with product and service information and promotions.
Works collaboratively with other team members to provide excellent customer service.
Performs other duties as assigned by the Contact Center leadership.
Qualifications
Proven work experience in a customer service role.
Relevant training in call center or contact center environments.
High school graduate or equivalent.
Two years’ experience in a call center‑related role.
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.
Active listening to callers to understand their needs and concerns.
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, essential for recording and retrieving customer information.
Working collaboratively with colleagues and managers.
Ability to adapt to changes quickly with the caller’s needs and preferences, as well as changes in company policies and procedures.
PHYSICAL DEMANDS
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
Work is performed in an office environment and involves frequent interaction with staff, patients, and the public.
Benefits
Medical
Dental
Vision
Life
Short Term Disability Coverage
401(k) Retirement Plan
Paid Time Off
Wellness program that rewards you for practicing a healthy lifestyle.
This position is located at 1705 E Broadway, Columbia, MO!
Missouri Cancer Associates is affiliated with Urology Associates of Central Missouri and the US Oncology Network!