Call Center Agent - REMOTE

Orlando Health•Wesley Chapel, FL

1d•Remote

About The Position

To deliver excellent patient centered service while providing information regarding services to patients, hospitals, staff and community health care providers in a high-volume call center environment. Perform intake triage, appointment scheduling and other patient requests based on provider protocols and Florida Medical Clinic policies and procedures.

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