- Ensures 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 that their 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
- 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
- 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 Medial Record (EMR) system
- Excellent listening, interpersonal, and communication (verbal and written) skills, and professional, pleasant, and respectful telephone etiquette.
- Ability to communicate effectively and clearly, both verbally and in writing, with callers, colleagues, and managers.
- Actively listen to callers to understand their needs and concerns is a crucial skill for customer service representatives.
- 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, is essential for recording and retrieving customer information. Working collaboratively with colleagues and managers.
- Ability to adapt to changes quickly both with the caller's needs and preferences, as well as changes in company policies and procedures.
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Contact Center Care Coordinator- West - Dallas, United States - US Oncology, Inc.
Description
OverviewTexas Oncology is looking for a Contact Center Care Coordinator to join our team This is a HYBRID role. In this role you will support the West (El Paso) region. Texas Oncology has 220+ sites across the state of Texas.
Our founders pioneered community-based cancer care because they believed in making the best available cancer care accessible to all communities, allowing people to fight cancer at home with the critical support of family and friends nearby.
Our mission is still the same today-at Texas Oncology, we use leading-edge technology and research to deliver high-quality, high-touch, evidence-based cancer care to help our patients achieve "More breakthroughs.
More victories." in their fight against cancer.Why work for us?
One reason to join our team is because we offer our employees a competitive benefits package that includes Medical, Dental, Vision, Life Insurance, Short-term and Long-term disability coverage, a 401-k plan that comes with a company match, a Wellness program that rewards you just for tracking your steps, and lots of other great perks such as Tuition Reimbursement, an Employee Assistance program and discounts on some of your favorite retailers.
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.
Responsibilities
KEY RESPONSIBILITIES
MINIMUM REQUIREMENTS
PREFERRED REQUIREMENTS
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
