Contact Center Rep II (Main Clinic - OC)

City of Hope

Irvine, CA

Job posting number: #7136879 (Ref:10020752)

Posted: March 29, 2023

Application Deadline: Open Until Filled

Job Description

About City of Hope

City of Hope's mission is to deliver the cures of tomorrow to the people who need them today. Founded in 1913,City of Hopehas grown into one of the largest 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 fornumerous breakthrough cancer medicines, as well as human synthetic insulin and monoclonal antibodies. With an independent, National Cancer Institute-designated comprehensive cancer center at its core, City of Hope brings a uniquely integrated model to patients spanning cancer care, research and development, academics and training, and innovation initiatives. 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, andtreatment facilities in Atlanta, Chicago and Phoenix. City of Hope’s affiliated group of organizations includesTranslational Genomics Research InstituteandAccessHopeTM. For more information about City of Hope, follow us onFacebook,Twitter,YouTube,InstagramandLinkedIn.

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 Cancer Center and it community practices. Responds to calls from a variety a medical department 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.
  • Customer Service in a Call/Contact Center

Preferred education experience and skills:

  • One-year medical office clerical experience or hospital/healthcare call center.
  • Medical terminology.

Additional Information:

The estimated pay scale represents the typical [salary/hourly] range City of Hope reasonably expects to pay for this position, with offers determined based on several factors which may include, but not be limited to, the candidate’s experience, expertise, skills, education, job scope, training, internal equity, geography/market, etc. This pay scale is subject to change from time to time.

  • As a condition of employment, City of Hope requires staff to comply with all state and federal vaccination mandates.

Salary / Pay Rate Information:
Pay Rate: $20.86 - $29.21 / hour

The estimated pay scale represents the typical [salary/hourly] range City of Hope reasonably expects to pay for this position, with offers determined based on several factors which may include, but not be limited to, the candidate’s experience, expertise, skills, education, job scope, training, internal equity, geography/market, etc. This pay scale is subject to change from time to time.



City of Hope is a community of people characterized by our diversity of thought, background and approach, but tied together by our commitment to care for and cure those with cancer and other life-threatening diseases. The innovation that our diversity produces in the areas of research, treatment, philanthropy and education has made us national leaders in this fight. Our unique and diverse workforce provides us the ability to understand our patients' needs, deliver compassionate care and continue the quest for a cure for life-threatening diseases. At City of Hope, diversity and inclusion is a core value at the heart of our mission. We strive to create an inclusive workplace environment that engages all of our employees and provides them with opportunities to develop and grow, both personally and professionally. Each day brings an opportunity to strengthen our work, leverage our different perspectives and improve our patients’ experiences by learning from others. Diversity and inclusion is about much more than policies and campaigns. It is an integral part of who we are as an institution, how we operate and how we see our future.


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