Patient Experience Greeter

City of Hope is a leading U.S. cancer and diabetes research and treatment organization with a mission to make hope a reality for all touched by cancer and diabetes. The Patient Experience Greeter role answers inbound calls to create a warm first impression and route callers to the correct department or site. The purpose is to efficiently handle inquiries while maintaining patient privacy, safety standards, and contact center performance metrics.

• Answer all inbound calls coming into the contact center in a warm, patient-focused, efficient manner.

• Discern the nature of each call and determine the correct pathway for the caller.

• Transfer or advance callers to the appropriate site/department using a warm hand-off.

• Provide accurate information for general inquiries (e.g., directions to a center).

• Document call disposition in the system.

• Look up established patients in CRM and/or EHR systems as needed.

• Follow patient safety and privacy protocols, including HIPAA standards.

• Meet or exceed service level performance standards such as answer speed and abandon rates.

• Education: High School Diploma required; undergraduate degree preferred.

• Experience: Customer service experience preferred; experience managing interactions in a fast-paced, high-volume call environment; commitment to patient empowerment and high-level customer service.

• Skills: Excellent telephone presence; active and compassionate listening; organized communication and strong attention to detail; strong interpersonal skills with patients, caregivers, physicians, and internal/external customers.

• Technical: Proficiency with Microsoft Office; familiarity with Salesforce (CRM) and EHR systems is a plus; strong ability to use computer systems.

• Physical/Work Setup: Ability to set up a workstation at home.

• Work involves setup of a workstation at home.

• Equal opportunity employer.

• Comprehensive benefits available (details referenced in posting).

• Pay is based on work experience, qualifications, and work location.