Contact Center Rep II - PBX Operators

City of Hope

Duarte, CA

Job posting number: #7243130 (Ref:10024407)

Posted: May 9, 2024

Salary / Pay Rate: $21.49 - $30.08 / hour

Application Deadline: Open Until Filled

Job Description

Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. 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. our dedicated and compassionate employees are driven by a common mission: To deliver the cures of tomorrow to the people who need them today.

This role performs necessary duties in relaying incoming and outgoing telephone calls, and in facilitating internal communication within the Medical Center and its community practices. Responds to calls from a variety a medical departments 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.

As a successful candidate, you will:

  • 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.

Your qualifications should include:

  • High School or equivalent.
  • 2 years of related experience.
  • Customer Service in a Call/Contact Center.
  • Preferably: Two years medical office clerical experience or hospital/healthcare call center. Medical terminology.

City of Hope is an equal opportunity employer. To learn more about our commitment to diversity, equity, and inclusion, please click here.

Additional Information:

  • Swing shift: This position works Evenings from 2pm-10:30pm, with Sundays and Mondays off.
  • This position is represented by a collective bargaining agreement.

Salary / Pay Rate Information:
Pay Rate: $21.49 - $30.08 / hour

The estimated pay scale represents the typical [salary/hourly] range City of Hope reasonably expects to pay for this position, with offers determined based on several factors which may include, but not be limited to, the candidate’s experience, expertise, skills, education, job scope, training, internal equity, geography/market, etc. This pay scale is subject to change from time to time.

City of Hope is a community of people characterized by our diversity of thought, background and approach, but tied together by our commitment to care for and cure those with cancer and other life-threatening diseases. The innovation that our diversity produces in the areas of research, treatment, philanthropy and education has made us national leaders in this fight. Our unique and diverse workforce provides us the ability to understand our patients' needs, deliver compassionate care and continue the quest for a cure for life-threatening diseases. At City of Hope, diversity and inclusion is a core value at the heart of our mission. We strive to create an inclusive workplace environment that engages all of our employees and provides them with opportunities to develop and grow, both personally and professionally. Each day brings an opportunity to strengthen our work, leverage our different perspectives and improve our patients’ experiences by learning from others. Diversity and inclusion is about much more than policies and campaigns. It is an integral part of who we are as an institution, how we operate and how we see our future.

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More Info

Job posting number:#7243130 (Ref:10024407)
Application Deadline:Open Until Filled
Employer Location:City of Hope
United States
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