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