Contact Center Care Coordinator- Urology
Texas Oncology, Dallas, TX, United States
Overview
The US Oncology Network seeks a Contact Center Care Coordinator to join our Texas Oncology team. The role supports the Urology Pod in a remote capacity, with occasional onsite training or meetings. The position requires residing in Texas.
Why Work For Us
Competitive benefits include Medical, Dental, Vision, Life Insurance, Short‑term and Long‑term disability coverage, 401(k) with company match, Wellness program, Tuition Reimbursement, Employee Assistance Program, and partner discounts.
Job Summary
The Contact Center Care Coordinator provides outstanding customer service and coordinates healthcare services between patients, family members, care providers, and other institutions. Responsibilities include scheduling appointments and providing support, education, and guidance to patients and providers.
Responsibilities
Ensures a positive and exemplary experience for all patients, focusing on satisfaction and resolution.
Responds to customer inquiries via phone, email, and chat promptly and professionally.
Provides accurate information about products and services.
Resolves customer complaints and concerns efficiently.
Documents customer interactions and records details of inquiries, comments, and complaints.
Follows up with customers as needed to confirm resolution 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 team members to deliver excellent customer service.
Performs additional duties as assigned by Contact Center leadership.
Qualifications
High school graduate or equivalent.
One year of experience in customer service, call center, or a healthcare‑related role.
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 customer service principles and telephony technology.
Experience with an Electronic Medical Record (EMR) system.
Excellent listening, interpersonal, and written communication skills and professional telephone etiquette.
Bi‑Linguistic (Spanish and English) proficiency.
Knowledge, Skills, & Abilities
Effective verbal and written communication with callers, colleagues, and managers.
Active listening to understand callers’ needs and concerns.
Strong problem‑solving and critical thinking skills to resolve requests efficiently.
Time‑management and task prioritization to meet service level metrics, individually and as a team.
Ability to handle multiple tasks simultaneously (calls, emails, customer records).
Knowledge of computer software and programs such as Microsoft Office and CRM systems.
Adaptability to changing caller needs, policies, and procedures.
Physical Demands
Work may require prolonged sitting, stooping, bending, and stretching for files and supplies. Occasional lifting up to 30 pounds. Requires manual dexterity to operate a keyboard, calculator, telephone, copier, and other office equipment. Vision correctable to 20/20 and hearing normal for telephone contact. Prolonged computer screen use is necessary.
Work Environment
Work is performed in an office environment with frequent interaction with staff, patients, and the public.
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The US Oncology Network seeks a Contact Center Care Coordinator to join our Texas Oncology team. The role supports the Urology Pod in a remote capacity, with occasional onsite training or meetings. The position requires residing in Texas.
Why Work For Us
Competitive benefits include Medical, Dental, Vision, Life Insurance, Short‑term and Long‑term disability coverage, 401(k) with company match, Wellness program, Tuition Reimbursement, Employee Assistance Program, and partner discounts.
Job Summary
The Contact Center Care Coordinator provides outstanding customer service and coordinates healthcare services between patients, family members, care providers, and other institutions. Responsibilities include scheduling appointments and providing support, education, and guidance to patients and providers.
Responsibilities
Ensures a positive and exemplary experience for all patients, focusing on satisfaction and resolution.
Responds to customer inquiries via phone, email, and chat promptly and professionally.
Provides accurate information about products and services.
Resolves customer complaints and concerns efficiently.
Documents customer interactions and records details of inquiries, comments, and complaints.
Follows up with customers as needed to confirm resolution 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 team members to deliver excellent customer service.
Performs additional duties as assigned by Contact Center leadership.
Qualifications
High school graduate or equivalent.
One year of experience in customer service, call center, or a healthcare‑related role.
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 customer service principles and telephony technology.
Experience with an Electronic Medical Record (EMR) system.
Excellent listening, interpersonal, and written communication skills and professional telephone etiquette.
Bi‑Linguistic (Spanish and English) proficiency.
Knowledge, Skills, & Abilities
Effective verbal and written communication with callers, colleagues, and managers.
Active listening to understand callers’ needs and concerns.
Strong problem‑solving and critical thinking skills to resolve requests efficiently.
Time‑management and task prioritization to meet service level metrics, individually and as a team.
Ability to handle multiple tasks simultaneously (calls, emails, customer records).
Knowledge of computer software and programs such as Microsoft Office and CRM systems.
Adaptability to changing caller needs, policies, and procedures.
Physical Demands
Work may require prolonged sitting, stooping, bending, and stretching for files and supplies. Occasional lifting up to 30 pounds. Requires manual dexterity to operate a keyboard, calculator, telephone, copier, and other office equipment. Vision correctable to 20/20 and hearing normal for telephone contact. Prolonged computer screen use is necessary.
Work Environment
Work is performed in an office environment with frequent interaction with staff, patients, and the public.
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