About City of Hope

City of Hope is an independent biomedical research and treatment organization for cancer, diabetes and other life-threatening diseases.

Founded in 1913, City of Hope is a leader in bone marrow transplantation and immunotherapy such as CAR T cell therapy. City of Hope’s translational research and personalized treatment protocols advance care throughout the world. Human synthetic insulin, monoclonal antibodies and numerous breakthrough cancer drugs are based on technology developed at the institution. AccessHope™, a subsidiary launched in 2019 serves employers and their health care partners by providing access to City of Hope’s specialized cancer expertise.

A National Cancer Institute-designated comprehensive cancer center and a founding member of the National Comprehensive Cancer Network, City of Hope is ranked among the nation’s “Best Hospitals” in cancer by U.S. News & World Report and received Magnet Recognition from the American Nurses Credentialing Center. Its main campus is located near Los Angeles, with additional locations throughout Southern California and in Arizona.

City of Hope’s commitment to Diversity, Equity and Inclusion

We believe diversity, equity and inclusion is key in serving our mission to provide compassionate patient care, drive innovative discovery, and advance vital education focused on eliminating cancer and diabetes in all of our communities. Our commitment to Diversity, Equity and Inclusion ensures we bring the full range of skills, perspectives, cultural backgrounds and experiences to our work -- and that our teams align with the people we serve in order to build trust and understanding. We are dedicated to fostering a community that embraces diversity - in ideas, backgrounds and perspectives; this is reflected in our work and represented in our people.

Position Summary

Performs necessary duties in relaying incoming and outgoing telephone calls, and in facilitating internal communication within the Medical Center and it community practices. Responds to calls from a variety a medical departments and COH calls centers from existing patients inquiring about their care and treatment at City of Hope as well as from prospective patients inquiring about COH services. Answers telephone calls, determines appropriateness of referral, screens, and refers as appropriate. Identifies crisis situations, elicits key information, and refers accordingly. Collects relevant caller data accurately and quickly during the telephone conversation.

Key Responsibilities include:

• Screens telephone calls appropriately and expeditiously; assists the caller towards problem resolution. Identifies patients in crisis with urgent clinical needs and refers appropriately.
• Determines appropriateness of referral for City of Hope services using established Medical Center criteria.
• Provides personalized, empathic customer care of the highest level to ensure the caller’s needs are met in a timely fashion with minimal call transfers.
• Requires Interpersonal skills necessary to effectively communicate with individuals of multiple cultural and educational backgrounds.
• Initiates processing of concerns consisting of complaints, requests for assistance, suggestions, and appreciations received from COH patients and callers regarding medical care using specific COH call center protocols.
• Maintains department records, reports, and files, and online databases as required.
• Creates and maintains necessary records and files for efficient operation.
• Assures workspace is neat and orderly, with work filed under correct categories enabling easy transition for others covering the workspace.

Basic education, experience and skills required for consideration:

• High School or equivalent.
• 2 years of related experience
• Customer Service in a Call/Contact Center

Preferred education experience and skills:

• Two years medical office clerical experience or hospital/healthcare call center.
• Medical terminology.

Additional Information:

• As a condition of employment, City of Hope requires staff to comply with all state and federal vaccination mandates.
• This position is represented by a collective bargaining agreement.