Call Center Agent - REMOTE

Orlando Health•Wesley Chapel, FL

1d•Remote

About The Position

The Call Center Agent will deliver excellent patient-centered service while providing information regarding services to patients, hospitals, staff, and community healthcare providers in a high-volume call center environment. This role involves performing intake triage, appointment scheduling, and handling other patient requests based on provider protocols and Florida Medical Clinic policies and procedures. The position requires onsite training for 8 weeks in Land O' Lakes, FL, after which the role is remote.

Requirements

High School Diploma or equivalent required.
Two (2) years of related experience required.
Relevant experience may include clerical customer service, call center / high volume phones (200 calls or more daily), physician office, insurance billing, or other health care related.
High level of general computer literacy required, may be demonstrated by successful experience with a variety of computer software packages and/or systems.
Must have excellent interpersonal, customer service, and communication skills.
Must be able to perform under stress when confronted with emergencies, critical, or unusual situations.
Must be able to multi-task effectively, maintaining a high standard of patient focus while generalizing, evaluations, or decisions based on sensory or judgmental criteria.

Nice To Haves

Additional (1) year clinical experience (CMA, MA, CNA), or experience in a health care or hospitality-related industry working with a concierge-style or call center service model preferred.
A working knowledge of medical terminology preferred.

Responsibilities

Answers assigned department/queue overflow calls, maintaining approved standards.
Answers phones and assists callers.
Follows tasking guidelines and provides accurate and complete information.
Addresses Web Appointment Requests as assigned.
Completes the end of day process.
Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state, and local standards.
Maintains compliance with all Orlando Health policies and procedures.
Performs all other duties as assigned.
Performs other incidental and related duties as required and assigned.
Maintains an organized and clean work area.
Participates in maintenance of clinical supplies.