About this Customer Service Operator role at Tennessee Oncology
Tennessee Oncology, one of the nation’s largest, community-based cancer care specialists, is home to one of the leading clinical trial networks in the country. Established 1976 in Nashville, Tennessee Oncology’s mission remains unchanged: To provide access to high-quality cancer care and the expertise of clinical research for all patients, at convenient locations within their community and close to their home. Our growing network of physicians and locations is based on this mission. Tennessee Oncology is committed to advancing both the science of detection and targeted treatments, and to making these advances available to every patient. We believe caring for cancer patients is a privilege.
Why Join Us? We are looking for talented and highly-motivated individuals who demonstrate a natural desire to support the meaningful work of community oncologists and the patients we serve.
Job Description:
The Customer Service Operator provides centralized telephone support by serving as a primary point of contact for incoming calls. This position is responsible for answering and routing calls, documenting messages accurately, directing callers to the appropriate office personnel, demonstrating effective communication skills, navigating multiple systems, and delivering exceptional customer service to patients, caregivers, providers, and internal team member.
ESSENTIAL FUNCTIONS:
• Answer incoming calls promptly and professionally while maintaining a courteous and compassionate approach.
• Route calls and messages to the appropriate individuals or departments, utilizing call transfers or other established processes as needed.
• Follow established policy and procedure and standard operating procedures (SOPs) to obtain and document pertinent information based on the nature of each call.
• Provide accurate and timely message documentation, ensuring information is routed to the appropriate team for follow-up.
• Demonstrate a personable, resourceful, and solution-oriented approach when assisting callers, utilizing critical thinking to assess needs, and determines the most effective pathway to route the call.
• De-escalate challenging or emotionally sensitive calls by remaining calm, professional, and focused on identifying the caller's needs.
• Distribute routine outbound correspondence and medical record copies in accordance with established procedures.
• Maintain patient confidentiality and comply with applicable privacy requirements, organizational policies, and procedures.
• Navigate multiple computer applications and telephone systems simultaneously while maintaining accuracy and efficiency.
• Demonstrate consistent attendance, reliability, and accountability for assigned responsibilities.
• Demonstrate excellent customer service.
KNOWLEDGE, SKILLS & ABILITIES:
• Knowledge of medical terminology and general healthcare office practices.
• Ability to operate a multi-line telephone system, including call transfers.
• Strong verbal and written communication skills, including the ability to communicate clearly, professionally, and compassionately.
• Ability to accurately document caller information and messages while managing a high volume of incoming calls.
• Ability to remain calm and effectively de-escalate upset or dissatisfied callers or direct to leadership appropriately.
• Ability to maintain confidentiality and exercise appropriate discretion and judgment within established policies and procedures.
• Strong multitasking, prioritization, and organizational skills.
• Ability to work effectively in a fast-paced environment with changing demands and competing priorities.
• Proficiency in navigating multiple computer applications and accurately entering information into electronic systems.
• Strong customer service skills with a commitment to providing a positive patient and caller experience.
• Ability to accept feedback, adapt to change, and contribute to a collaborative team environment.
• Ability to demonstrate minimum of 40 words per minute (WPM) typing speed with at least 95% accuracy.
EDUCATION & EXPERIENCE:
• High school diploma or equivalent required.
• Experience in customer service, a medical office, a call center, or a high-volume telephone environment preferred.
• Experience operating a multi-line telephone system, switchboard, or call center console preferred.
• Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint.
• Experience with electronic documentation systems and accurate data entry preferred.
OCUPATIONAL RISK CATEGORY:
PHYSICAL REQUIREMENTS:
• Able to travel to clinic when necessary.
• Able to lift 25 pounds.
