Contact Center Care Coordinator - Central Business Office

At Comprehensive Cancer Centers of Nevada (CCCN) a distinguished team of doctors, researchers, nurses, and healthcare professionals have provided patients with groundbreaking treatments on the healing edge of medicine since 1974. Our team provides the most effective treatments, both existing and emerging, to diagnose and successfully treat cancer and blood disorders. We support this goal with state-of-the-art facilities across Southern Nevada, all of which integrate the latest diagnostic, therapeutic, and research capabilities. CCCN is dedicated to patient-centered care, advancing innovation, discovery, and improving outcomes. Motivated, caring professionals are encouraged to join us.

Career Opportunity:
Comprehensive Cancer Centers of Nevada is seeking a full-time, on-site Contact Center Care Coordinator in Henderson, NV. In this position, you will work in a fast-paced, high-volume oncology practice with some of the best physicians in their fields while providing care to patients in a successful healthcare organization.

SCOPE:

Responsible for providing outstanding customer service while managing and coordinating healthcare services between patients, family members, care providers, and other healthcare institutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Ensures a positive and exemplary experience with all patients by focusing on patient experience, satisfaction, and resolution.
• Respond to patient inquiries via phone in a timely and professional manner.
• Resolve patient complaints and concerns in a timely and effective manner.
• Documents patient interactions and record details of inquiries, comments, and complaints
• Follow up with patients, as needed, to ensure that their issues have been resolved to their satisfaction.
• Work collaboratively with other team members to provide excellent customer service.
• Perform other duties as assigned by the Contact Center leadership. Schedules all CT (CAT) scans, and PET (Positron Emission Tomography) scans, once approved by insurance.
• Adheres to confidentiality, state, federal, and HIPPA (Health Insurance Portability and Accountability Act) laws and guidelines regarding patient records.
• Schedule outside consults/procedures ordered by a physician.
• Records patient cancellations and reschedules appointments. Notifies appropriate staff of the cancellation and makes notes in the patient chart.

MINIMUM QUALIFICATIONS:

• Proven work experience in a customer service role
• Relevant training in call center or contact center environments.
• High school graduate or equivalent required
• Two years experience in a call center-related role
• Previous healthcare experience and familiarity with medical terminology
• Experience with Electronic Medical Record (EMR) system.
• Computer skills and proficiency in Microsoft Office
• Excellent listening, interpersonal and communication (verbal and written) skills, and professional, pleasant, and respectful telephone etiquette.
• Ability to promptly assess requests by using electronic and paper resource materials and correctly respond to patient inquiries.
• Comfortable working in a fast paced, constantly changing environment.
• Strong analytical thinking and the ability to handle multiple tasks concurrently.

KNOWLEDGE, SKILLS, & ABILITIES

• 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 resolve the caller's request and concerns quickly and efficiently.
• Ability to handle multiple tasks at once, such as answering calls, responding to emails, and updating patient records.
• 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.

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. Reasonable accommodations will be offered to enable individuals with disabilities to perform the essential functions. Work may require sitting for long periods of time; also stooping, bending, and stretching for files and supplies. Occasionally lifting files or paper weighing up to 30 pounds. Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier, and other office equipment. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts. It is necessary to view and type on computer screens for prolonged periods of time.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations will be offered to enable individuals with disabilities to perform the essential functions. Work is performed in an office environment. Involves frequent interaction with staff, and the public.

Ready For Your Next Career Challenge? We'd Love to Hear from You!
If you possess the above qualifications and a desire to make a difference, we invite you to submit your resume and apply. In addition to a great career opportunity, we offer excellent benefits, a team environment, professional development, and the chance to be part of a nationwide network dedicated to fighting the war against cancer. To apply please click on the "Apply" link.

The US Oncology Network is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status. This employer participates in E-Verify.