Patient Experience Greeter

Patient Experience GreeterAbout City of Hope, City of Hope's mission is to make hope a reality for all touched by cancer and diabetes. Founded in 1913, City of Hope has grown into one of the largest and most advanced cancer research and treatment organizations in the U.S., and one of the leading research centers for diabetes and other life-threatening illnesses. City of Hope research has been the basis for numerous breakthrough cancer medicines, as well as human synthetic insulin and monoclonal antibodies. With an independent, National Cancer Institute-designated comprehensive cancer center that is ranked top 5 in the nation for cancer care by U.S. News & World Report at its core, City of Hope’s uniquely integrated model spans cancer care, research and development, academics and training, and a broad philanthropy program that powers its work. 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 cancer treatment centers and outpatient facilities in the Atlanta, Chicago and Phoenix areas. The successful candidate: Hours are M-F 7:30am-4pm PST Job Summary The Patient Experience Greeter, will answer all inbound calls in a warm, patient-focused, and efficient fashion, intending to create a delightful first impression for each caller. This approach will be in alignment with City of Hope Mission, Vision, and Values. The Greeter’s primary responsibility is to discern the nature of the call and to determine the best pathway for the caller. Such calls may include wrong numbers, sales calls, employment related matters, attempting to contact a provider site, or other miscellaneous calls. Essential Functions: Answer all inbound calls coming into contact center Determine the Correct Path for Caller Advancing caller to the correct site/department with a warm hand-off If caller has a general inquiry (e.g. directions to center), greeter will be responsible for providing accurate information Document disposition in system In order to address established patient need, lookup patient in Customer Relationship Management (CRM) or Electronic Health Record (EHR) systems Fully versed on patient safety and patient privacy protocols (e.g. HIPAA regulatory standards) Maintain call answer speed, abandon rates, and other performance standards at or above the service level Job Qualifications Education: High School Diploma required; undergraduate degree preferred Experience: Customer service experience preferred; Wholly supportive of patient empowerment with a demonstrated commitment to the highest level of customer service. Experience managing interactions in a fast-paced and high volume call environment. Skills: Excellent telephone presence and skills; active and compassionate listener; organized communicator with superb attention to detail; Strong interpersonal skills for interacting with patients, caregivers, physicians, and other internal/external customers. Microsoft Office suite, Familiarity with SalesForce (CRM) and EHR a plus. Superior ability to use computer systems . Physical Demands: Setup of workstation at home City of Hope is an equal opportunity employer. City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location.