Call Center Representative

Suncoast Community Health Centers Inc.•Brandon, FL

4d•Onsite

About The Position

The Call Center Representative will be responsible for responding to patient inquiries via phone and digital platforms, resolving issues effectively, and ensuring a positive experience with each interaction. This role involves scheduling appointments, accurately documenting patient messages, prioritizing urgency, and routing calls appropriately. The representative will independently resolve routine and complex patient issues, escalating to supervisors when necessary, and maintaining accurate patient records in the EHR system. Ensuring HIPAA compliance, following training protocols, and participating in team meetings are also key aspects of the position. The role supports department and clinic operations by performing additional tasks as needed and providing feedback on customer concerns and process improvements.

Requirements

Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Strong organizational and time management abilities, with a focus on meeting deadlines and managing multiple tasks efficiently.
Ability to thrive in a fast-paced, high-volume, and occasionally stressful environment while maintaining professionalism and empathy.
Proficiency in operating standard office equipment.
Proficiency in Microsoft Office, Electronic Medical Records (EMR), and other relevant software platforms.
High School diploma or equivalent is required.

Nice To Haves

At least two years related experience is preferred.

Responsibilities

Respond to patient inquiries via phone and digital platforms.
Resolve issues effectively and ensure a positive experience with each interaction.
Schedule appointments across all departments and accurately document patient messages in the appropriate systems.
Prioritize message urgency and route calls or requests to the appropriate department or staff member.
Resolve routine and complex patient issues independently when possible, escalating to supervisors when necessary.
Maintain accurate and up-to-date patient records in the electronic health record (EHR) system.
Ensure full compliance with HIPAA regulations when handling patient information.
Follow all training protocols and operational guidelines to ensure consistent, high-quality service.
Participate in virtual and in-person team meetings, training sessions, and performance reviews as required.
Support department and clinic operations by performing additional tasks as needed to enhance patient care.
Provide feedback to supervisors on customer concerns, recurring issues, or process bottlenecks for improvement.
Perform additional tasks as needed to support the centers.