Contact Center Rep II - PBX Operators

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.