Overview
Contact Center Care Coordinator- NETX at The US Oncology Network (Texas Oncology). This full‑time remote position supports the NETX Region and requires residency in Texas. Occasional onsite training or meetings may be required.
As 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 over 530 providers across 280+ Texas sites. The mission is to deliver breakthrough cancer care and support patients in their fight against cancer. The US Oncology Network, a leading community‑based oncology network, is supported by McKesson Corporation to advance sustainable patient care delivery.
Why work for us?
Competitive benefits including Medical, Dental, Vision, Life Insurance, Short‑term and Long‑term disability coverage, a 401‑k plan with company match, a Wellness program rewarding step tracking, and additional perks such as Tuition Reimbursement, an Employee Assistance program, and retail discounts.
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 and providing support, education, and guidance to patients and providers.
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 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, telephony, and technology
Experience with Electronic Medical Record (EMR) system
Excellent listening, interpersonal, and communication skills, and professional telephone etiquette
Knowledge, Skills & Abilities
Effective verbal and written communication with callers, colleagues, and managers
Active listening to understand caller needs and concerns
Strong problem‑solving and critical thinking skills
Time‑management and task prioritization to meet service level metrics
Ability to handle multiple tasks simultaneously (calls, emails, record updates)
Proficiency in Microsoft Office and CRM software
Adaptability to changing caller needs and company policies
Physical Demands
Work may require sitting for long periods, stooping, bending, and stretching for files and supplies. Occasionally lifting files or paper up to 30 pounds. Requires manual dexterity for keyboard, calculator, telephone, copier, and other office equipment. Vision must be correctable to 20/20; hearing must be in the normal range.
Work Environment
Work performed in an office environment with frequent interaction with staff, patients, and the public.