New Patient Experience Rep

About 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 among the top 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 - 10am-6:30pm CST

Job Overview

The New Patient Experience Rep is the primary point-of-contact for prospective patients, caregivers and referral phone calls and chats. Their role is to actively listen and seek to understand caller/chatter needs, guide patients/caregivers through the appropriate pathway based on our business model, needs into specific possibilities of care, and speak confidently and accurately to our organization’s key differentiators; provide lead management follow up and work with scheduling to schedule appointments. They are responsible for acquiring, maintaining, and demonstrating a high level of specialized knowledge in such areas as oncology, non-oncology cancer treatments, insurance offerings, and hospital specialties They are accountable for delivering on both customer service and patient acquisition goals.  In doing so, they need to gain a deep understanding of prospects’ needs and barriers and be able to leverage our organization’s offerings to overcome these barriers in order to schedule patients for an appointment at one of our locations.

Job Requirements

• College Education (BA, BS) in Business/Marketing/Sales/Healthcare related field etc.,
• Call center experience
• Working knowledge with healthcare services/oncology, preferred.
• Experience working with computer applications.
• Excellent customer service.
• 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.

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.

Please note: City of Hope is committed to a safe and transparent hiring experience. Please be aware that scammers may attempt to impersonate our organization through fake job postings, emails or interviews.

• Apply only through our official website or trusted partner platforms.
• City of Hope will never request payment or fees at any stage of the hiring process.
• We will not request sensitive personal or financial information prior to the acceptance of a formal offer.
• All communications will come from official @coh.org email addresses.
• Interviews are conducted only through approved, professional channels.
• Be cautious of unsolicited communications, urgent requests or opportunities that seem inconsistent with standard hiring practices.
• If you receive any suspicious communication, please report it to careers@coh.org.