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Role Description

The New Patient Experience Rep is the primary point-of-contact for prospective patients, caregivers and referral phone calls and chats. Their role includes:

• Actively listening and seeking to understand caller/chatter needs.
• Guiding patients/caregivers through the appropriate pathway based on our business model.
• Speaking confidently and accurately to our organization’s key differentiators.
• Providing lead management follow-up and working with scheduling to schedule appointments.
• Acquiring, maintaining, and demonstrating a high level of specialized knowledge in areas such as oncology, non-oncology cancer treatments, insurance offerings, and hospital specialties.
• Delivering on both customer service and patient acquisition goals.
• Gaining a deep understanding of prospects’ needs and barriers to leverage our organization’s offerings to overcome these barriers.

Qualifications

• College Education (BA, BS) in Business/Marketing/Sales/Healthcare related field preferred.
• Working knowledge with healthcare services/oncology preferred.
• Experience working with computer applications.
• Excellent customer service skills.
• Strong interpersonal and communication skills.
• Verbal fluency with facilitative influence over the telephone and computer, with strong closing skills.
• Achievement oriented; committed to continuous learning and improvement.
• Adaptable to ongoing change in the form of new initiatives, models, and processes.
• Requires appropriate internet services, speed and dedicated workspace to effectively work from home.

Benefits

To learn more about our comprehensive benefits, click here:

Company Description

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.

• Independent, National Cancer Institute-designated comprehensive cancer center ranked top 5 in the nation for cancer care by U.S. News & World Report.
• Uniquely integrated model spans cancer care, research and development, academics and training, and a broad philanthropy program.
• 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.