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Contact Center Rep II - OC

City of Hope

City of Hope

Posted on Thursday, July 11, 2024

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 Cancer Center and it community practices. Responds to calls from a variety a medical department 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.
  • Customer Service in a Call/Contact Center.
  • Medical terminology.
  • Preferably: One-year medical office clerical experience or hospital/healthcare call center.

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