Join to apply for the Contact Center Care Coordinator- NETX role at Maryland Oncology Hematology
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 NETX Region . This is a remote position, but you must reside in the state of Texas. Occasionally required to be onsite for training/meetings.
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 approximately 530 providers in 280+ sites across Texas. Our mission is to make the best available cancer care accessible to all communities, letting people 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 cancer care to help patients achieve “More breakthroughs. More victories.” Today, Texas Oncology treats half of all Texans diagnosed with cancer annually.
The US Oncology Network is one of the nation’s largest networks of community‑based oncology physicians dedicated to advancing cancer care in America. The network is supported by McKesson Corporation to empower a vibrant and sustainable community patient care delivery system.
Why work for us?
We offer a competitive benefits package that includes Medical, Dental, Vision, Life Insurance, Short‑term and Long‑term disability coverage, a 401‑k plan with company match, a Wellness program that rewards steps, Tuition Reimbursement, an Employee Assistance program, and discounts on many retailers.
What does the Contact Center Care Coordinator do?
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. Duties include scheduling appointments and providing support, education, and guidance to patients and providers.
Responsibilities
Ensure a positive, 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, professional manner.
Provide accurate information about products and services to customers.
Resolve customer complaints and concerns promptly and effectively.
Document customer interactions and record details of inquiries, comments, and complaints.
Follow up with customers to ensure issues are resolved to 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 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, practices, call center telephony and technology.
Experience with Electronic Medical Record (EMR) system.
Excellent listening, interpersonal, and communication (verbal and written) skills; professional, pleasant, and respectful telephone etiquette.
Knowledge, Skills, & Abilities
Communicate effectively and clearly, both verbally and in writing, with callers, colleagues, and managers.
Actively listen to callers to understand their needs and concerns.
Strong problem‑solving and critical thinking skills to quickly and efficiently resolve callers’ requests and concerns.
Manage time effectively and prioritize tasks to meet service level metrics, individually and as a team.
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.
Collaborate with colleagues and managers.
Adapt to changes quickly, both to the caller’s needs and company policies.
PHYSICAL DEMANDS
Physical demands: sitting for long periods; stooping, bending, stretching for files; occasional lifting of files up to 30 lbs; manual dexterity to operate keyboard, calculator, telephone, copier; vision correctable to 20/20; hearing normal; requires prolonged computer screen viewing.
WORK ENVIRONMENT
Work is performed in an office environment with frequent interaction with staff, patients, and the public.
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