Call Center Agent - REMOTE / LOL

Florida Medical Clinic•Land O' Lakes, FL

4d•Remote

About The Position

Florida Medical Clinic Orlando Health is hiring a Call Center Agent to provide patient-centered service in a high-volume call center. The role provides information about services to patients, hospitals, staff, and community health care providers; performs intake triage and appointment scheduling; and handles other patient requests according to provider protocols and clinic policies and procedures. Office hours are Monday through Friday, 8:00 AM to 5:00 PM. Training is onsite for eight weeks in Land O' Lakes, Florida.

Requirements

High school diploma or equivalent.
Two years of related experience, such as clerical customer service, call center or high-volume phone work (200 or more calls daily), physician office, insurance billing, or other health care-related experience.
High level of general computer literacy, which may be demonstrated through successful experience with a variety of computer software packages and/or systems.
Excellent interpersonal, customer service, and communication skills.
Ability to perform under stress when confronted with emergencies, critical situations, or unusual situations.
Ability to multitask effectively while maintaining a high standard of patient focus and making generalizations, evaluations, or decisions based on sensory or judgmental criteria.

Nice To Haves

An additional year of clinical experience (CMA, MA, or CNA), or experience in a health care or hospitality-related industry using a concierge-style or call center service model.
Working knowledge of medical terminology.

Responsibilities

Answer assigned department and queue overflow calls while maintaining approved standards.
Answer phones and assist callers.
Follow tasking guidelines and provide accurate and complete information.
Address web appointment requests as assigned.
Complete the end-of-day process.
Maintain reasonably regular and punctual attendance consistent with applicable Orlando Health policies and legal standards.
Maintain compliance with Orlando Health policies and procedures.
Perform other duties as assigned.
Perform incidental and related duties as required and assigned.
Maintain an organized and clean work area.
Participate in maintenance of clinical supplies.