Call Center Operator

Requisition ID: 10231
Job Title: Call Center Operator
About City of Hope
City of Hope, an innovative biomedical research, treatment and educational institution with over 4,000 employees, is dedicated to the prevention and cure of cancer and other life-threatening diseases and guided by a compassionate, patient-centered philosophy.
Founded in 1913 and headquartered in Duarte, California, City of Hope is a remarkable non-profit institution, where compassion and advanced care go hand-in-hand with excellence in clinical and scientific research. City of Hope is a National Cancer Institute designated Comprehensive Cancer Center and a founding member of the National Comprehensive Cancer Network, an alliance of the nation's 20 leading cancer centers that develops and institutes standards of care for cancer treatment.
Position Summary:
Performs necessary duties in answering a heavy volume of telephone calls; relaying incoming and outgoing telephone calls; and in facilitating internal communication throughout community practices and the Medical Center. Responds to calls from a variety of patients inquiring about their care and treatment at City of Hope, as well as from prospective patients and physicians inquiring about City of Hope services. Answers telephone calls, processes referral calls appropriately, as directed by department polices and business rules. Identifies crisis situations, elicits key information, and manages the call accordingly. Collects relevant caller data accurately and quickly during the conversation and utilizes the EMR to task the appropriate person. When applicable, this individual may be expected to schedule, cancel or reschedule appointments.
Key Responsibilities include:
Provides services that are accurate, reliable, courteous and timely within established service levels. Identifies patients in crisis with urgent clinical needs and refers appropriately.
Schedules and completes any active work list items specific to the call center as necessary.
Answers phones, takes messages, enters messages in EMR or emails physician and/or appropriate staff, and returns patient phone calls within same day.
Facilitates any physician requests throughout the day, via EMR, phone, email or verbal instruction.
Maintains company code of contact and patient confidentiality as regulated by HIPPA.
Attends all regular staff meetings.
Minimum Education and Skills Required for Consideration:
High school diploma; some college preferred
Experience working in a call center.
Two (2) or more years of experience in a medical office or healthcare facility.
City of Hope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.

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