Contact Center Rep III

About City of Hope

City of Hope, an innovative biomedical research, treatment and educational institution with over 4000 employees, is dedicated to the prevention and cure of cancer and other life-threatening diseases and guided by a compassionate, patient-centered philosophy. Founded in 1913 and headquartered in Duarte, California, City of Hope is a remarkable non-profit institution, where compassion and advanced care go hand-in-hand with excellence in clinical and scientific research. City of Hope is a National Cancer Institute designated Comprehensive Cancer Center and a founding member of the National Comprehensive Cancer Network, an alliance of the nation's 20 leading cancer centers that develops and institutes standards of care for cancer treatment.

Requisition ID: 10459

Job Title: Contact Center Representative III

Union: Local 30

Hourly Range: $20.548-$28.767/hour

Department: Surgery

Location: Duarte, CA

Position Summary and Key Responsibilities

Performs necessary duties in answering a heavy volume of telephone calls; scheduling clinic appointments, ancillary tests and labs using established scheduling guidelines; relaying incoming and outgoing telephone calls; and in facilitating internal communication within the Medical Center and its community practices. Responds to calls from a variety of medical departments and City of Hope call centers from existing patients inquiring about their care and treatment at City of Hope, as well as from prospective patients inquiring about City of Hope services. Answers telephone calls, processes referral calls appropriately, as directed by department polices and business rules. Identifies crisis situations, elicits key information, and manages the call accordingly. Collects relevant caller data accurately and quickly during the telephone conversation.

Minimum Education and Skills Required for Consideration:

  • High School or equivalent
  • Two years related experience in a medical office/healthcare setting or in a call/contact center.
  • Preferred Education: Medical assistant certification.
  • Preferred Courses/Training:Medical terminology
  • Preferred Experience: Two years' experience with patient scheduling, as a medical assistant, or unit clerk experience.

City of Hope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.


Meet Some of City of Hope's Employees

Libby F.

Sr Prospect Research Analyst

Working within the Foundation and Relations Department, Libby prepares and provides frontline fundraisers with prospective donor profiles—financing City of Hope’s outstanding patient care and clinical research.

Sharee D.

Organization Development Training & Data Analyst

Sharee assesses data and devises the most effective means of achieving City of Hope’s virtuous health care goals. She explores all options available to assure the very best possible outcomes for patients in need.


Back to top