Contact Center Care Coordinator - NETX (Texas Oncology)
The US Oncology Network seeks a full‑time Contact Center Care Coordinator to support our NETX Region. This remote position requires residency in Texas, with occasional onsite training or meetings.
Overview
As part of the US Oncology Network, Texas Oncology delivers high‑quality, evidence‑based cancer care to patients across Texas. With over 530 providers at 280+ sites, we aim to bring the best care to patients close to home. Our mission is to help patients achieve "More breakthroughs. More victories." in their fight against cancer.
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) with company match, wellness rewards, tuition reimbursement, employee assistance, and retail discounts.
What does the Contact Center Care Coordinator do?
The Coordinator provides outstanding customer service while managing and coordinating healthcare services between patients, families, care providers, and other institutions. Duties include scheduling, patient and provider education, and guidance.
Key Responsibilities
Deliver a positive patient experience with a focus on satisfaction and resolution.
Respond to inquiries via phone, email, and chat promptly and professionally.
Provide accurate information about products and services.
Resolve customer complaints and concerns efficiently.
Document interactions and maintain detailed records.
Follow up to ensure issue resolution to customer satisfaction.
Meet or exceed established service level metrics for quality and productivity.
Stay current on product and service information and promotions.
Collaborate with team members to ensure excellent service.
Perform other duties as assigned by leadership.
Minimum Requirements
High school graduate or equivalent.
Two years of experience in a call‑center related role.
Proven customer service experience.
Relevant call‑center or contact‑center training.
Previous healthcare experience and familiarity with medical terminology.
Computer skills and proficiency in Microsoft Office.
Preferred Requirements
Experience in a call‑center or customer service setting with knowledge of principles, telephony, and technology.
Experience with an electronic medical record (EMR) system.
Excellent listening, interpersonal, and written communication skills with professional telephone etiquette.
Knowledge, Skills, & Abilities
Effective verbal and written communication with callers, colleagues, and managers.
Active listening to understand caller needs.
Strong problem‑solving and critical thinking to resolve requests promptly.
Time management to meet service level metrics individually and as a team.
Ability to handle multiple tasks simultaneously (calls, emails, record updates).
Proficiency with Microsoft Office and CRM software for customer records.
Adaptability to changing caller needs and company policies.
Physical Demands
Work requires prolonged sitting and computer use. Occasionally lifting files or paper up to 30 pounds. Requires adequate manual dexterity, vision correctable to 20/20, and hearing suitable for telephone contacts.
Work Environment
Office environment with frequent interactions with staff, patients, and the public. Reasonable accommodations are available for individuals with disabilities.