Contact Center Care Coordinator

Full Time M-F 7:30-4:00

No evenings, weekends or holidays

Missouri Cancer Associates is a multi-specialty practice including medical oncology, hematology, radiation oncology and urology. We have 25 providers that service ten Missouri communities. Our main office is in Columbia. Through state-of-the-art medical technology, highly experienced physicians and nurse practitioners and quality patient care, Missouri Cancer Associates has become the premier Cancer Treatment Center in Mid-Missouri. In 2022, we celebrated our 40th year of taking care of patients!

We are looking for a friendly and hard-working Contact Center Care Coordinator to join our Columbia, Missouri team. Candidates should have an outgoing and friendly demeanor, a positive work ethic, and have a track record of working well with others in a team environment. We prefer applicants who have customer service experience, but we are willing to train the right person. You must exemplify the values of our company and provide patients with the highest levels of care.

The Contact Center Care Coordinator is responsible for providing outstanding customer service while managing and coordinating healthcare services between patients, family members, care providers, and other healthcare institutions. Their duties can include scheduling appointments and providing support, education, and guidance to patients and providers alike.

Full Time / 40 hours per week

Why work for us? We offer challenging positions in a fast-paced environment. If you enjoy people and want the opportunity to make a difference in the lives of many, check us out!

We offer a competitive benefits package that includes -

• Medical
• Dental
• Vision
• Life
• Short Term Disability Coverage
• 401k Retirement Plan
• Paid Time Off
• Wellness program that rewards you for practicing a healthy lifestyle!

This position is located at 1705 E Broadway, Columbia, MO!

Missouri Cancer Associates is affiliated with Urology Associates of Central Missouri and the US Oncology Network!

• Ensures a positive and exemplary experience with all patients by focusing on patient experience, satisfaction, and resolution
• Respond to customer inquiries via phone, email, and chat in a timely and professional manner
• Provide accurate information about products and services to customers
• Resolve customer complaints and concerns in a timely and effective manner
• Document customer interactions and record details of inquiries, comments, and complaints
• Follow up with customers, as needed, to ensure that their issues have been resolved to their satisfaction
• Meet or exceed established service level metrics for quality and productivity
• Stay up to date with product and service information and promotions
• Work collaboratively with other team members to provide excellent customer service
• Perform other duties as assigned by the Contact Center leadership

Proven work experience in a customer service role
* Relevant training in call center or contact center environments
* High school graduate or equivalent
* Two years' experience in a call center-related role
* Previous healthcare experience and familiarity with medical terminology
* Computer skills and proficiency in Microsoft Office

• Proficiency in a call center or customer service setting, with knowledge of customer service principles and practices and call center telephony and technology
• Experience with Electronic Medical Record (EMR) system
• Excellent listening, interpersonal, and communication (verbal and written) skills, and professional, pleasant, and respectful telephone etiquette.

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 quickly and efficiently resolve the caller's request and concerns.
Ability to manage time effectively and prioritize tasks in order to meet service level metrics, both individually and as a team.
Ability to handle multiple tasks at once, such as answering calls, responding to emails, and updating customer records.
Knowledge of computer software and programs, such as Microsoft Office and CRM software, is essential for recording and retrieving customer information.
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 successfully perform the essential functions of this job.

Reasonable accommodation 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 to20/20 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 accommodation 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, patients, and the public