Contact Center Representative II - Main Clinic OC
About City of HopeCity of Hope's mission is to deliver the cures of tomorrow to the people who need them today.
Founded in 1913, City of Hope has grown into one of the largest cancer research and treatment organizations in the U.
S.
and one of the leading research centers for diabetes and other life-threatening illnesses.
City of Hope research has been the basis for numerous breakthrough cancer medicines, as well as human synthetic insulin and monoclonal antibodies.
With an independent, National Cancer Institute-designated comprehensive cancer center at its core, City of Hope brings a uniquely integrated model to patients spanning cancer care, research and development, academics and training, and innovation initiatives.
City of Hope's growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago and Phoenix.
City of Hope's affiliated group of organizations includes Translational Genomics Research Institute and AccessHopeTM.
For more information about City of Hope, follow us on Facebook, Twitter, YouTube, Instagram and LinkedIn.
City of Hope's commitment to Diversity, Equity and InclusionWe believe diversity, equity and inclusion is key in serving our mission to provide compassionate patient care, drive innovative discovery, and advance vital education focused on eliminating cancer and diabetes in all of our communities.
Our commitment to Diversity, Equity and Inclusion ensures we bring the full range of skills, perspectives, cultural backgrounds and experiences to our work -- and that our teams align with the people we serve in order to build trust and understanding.
We are dedicated to fostering a community that embraces diversity - in ideas, backgrounds and perspectives; this is reflected in our work and represented in our people.
Position SummaryPerforms necessary duties in relaying incoming and outgoing telephone calls, and in facilitating internal communication within the Cancer Center and it community practices.
Responds to calls from a variety a medical department and COH calls centers from existing patients inquiring about their care and treatment at City of Hope as well as from prospective patients inquiring about COH services.
Answers telephone calls, determines appropriateness of referral, screens, and refers as appropriate.
Identifies crisis situations, elicits key information, and refers accordingly.
Collects relevant caller data accurately and quickly during the telephone conversation.
Key Responsibilities include:
Screens telephone calls appropriately and expeditiously; assists the caller towards problem resolution.
Identifies patients in crisis with urgent clinical needs and refers appropriately.
Determines appropriateness of referral for City of Hope services using established Medical Center criteria.
Provides personalized, empathic customer care of the highest level to ensure the caller's needs are met in a timely fashion with minimal call transfers.
Requires Interpersonal skills necessary to effectively communicate with individuals of multiple cultural and educational backgrounds.
Initiates processing of concerns consisting of complaints, requests for assistance, suggestions, and appreciations received from COH patients and callers regarding medical care using specific COH call center protocols.
Maintains department records, reports, and files, and online databases as required.
Creates and maintains necessary records and files for efficient operation.
Assures workspace is neat and orderly, with work filed under correct categories enabling easy transition for others covering the workspace.
Recommended Skills Call Centers Clinical Works Communication Customer Service Health Care Interpersonal Skills Estimated Salary: $20 to $28 per hour based on qualifications.
Founded in 1913, City of Hope has grown into one of the largest cancer research and treatment organizations in the U.
S.
and one of the leading research centers for diabetes and other life-threatening illnesses.
City of Hope research has been the basis for numerous breakthrough cancer medicines, as well as human synthetic insulin and monoclonal antibodies.
With an independent, National Cancer Institute-designated comprehensive cancer center at its core, City of Hope brings a uniquely integrated model to patients spanning cancer care, research and development, academics and training, and innovation initiatives.
City of Hope's growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago and Phoenix.
City of Hope's affiliated group of organizations includes Translational Genomics Research Institute and AccessHopeTM.
For more information about City of Hope, follow us on Facebook, Twitter, YouTube, Instagram and LinkedIn.
City of Hope's commitment to Diversity, Equity and InclusionWe believe diversity, equity and inclusion is key in serving our mission to provide compassionate patient care, drive innovative discovery, and advance vital education focused on eliminating cancer and diabetes in all of our communities.
Our commitment to Diversity, Equity and Inclusion ensures we bring the full range of skills, perspectives, cultural backgrounds and experiences to our work -- and that our teams align with the people we serve in order to build trust and understanding.
We are dedicated to fostering a community that embraces diversity - in ideas, backgrounds and perspectives; this is reflected in our work and represented in our people.
Position SummaryPerforms necessary duties in relaying incoming and outgoing telephone calls, and in facilitating internal communication within the Cancer Center and it community practices.
Responds to calls from a variety a medical department and COH calls centers from existing patients inquiring about their care and treatment at City of Hope as well as from prospective patients inquiring about COH services.
Answers telephone calls, determines appropriateness of referral, screens, and refers as appropriate.
Identifies crisis situations, elicits key information, and refers accordingly.
Collects relevant caller data accurately and quickly during the telephone conversation.
Key Responsibilities include:
Screens telephone calls appropriately and expeditiously; assists the caller towards problem resolution.
Identifies patients in crisis with urgent clinical needs and refers appropriately.
Determines appropriateness of referral for City of Hope services using established Medical Center criteria.
Provides personalized, empathic customer care of the highest level to ensure the caller's needs are met in a timely fashion with minimal call transfers.
Requires Interpersonal skills necessary to effectively communicate with individuals of multiple cultural and educational backgrounds.
Initiates processing of concerns consisting of complaints, requests for assistance, suggestions, and appreciations received from COH patients and callers regarding medical care using specific COH call center protocols.
Maintains department records, reports, and files, and online databases as required.
Creates and maintains necessary records and files for efficient operation.
Assures workspace is neat and orderly, with work filed under correct categories enabling easy transition for others covering the workspace.
Recommended Skills Call Centers Clinical Works Communication Customer Service Health Care Interpersonal Skills Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
