Call Center Specialist

Soni Family Practice•Clermont, FL

13h•Onsite

About The Position

The Call Center Specialist is responsible for managing high-volume inbound and outbound patient communications across SFP Health Group entities. This role supports appointment scheduling, patient inquiries, care coordination, and administrative follow-up while ensuring an exceptional patient experience. The specialist must demonstrate strong multitasking abilities, professionalism, and efficiency in a fast-paced healthcare environment.

Requirements

Strong understanding of healthcare workflows and patient coordination.
Proficiency in EHR systems (Athena or similar preferred).
Excellent communication and active listening skills.
Strong multitasking and organizational abilities.
Ability to work in a fast-paced, high-volume environment.
Customer-service driven mindset with empathy and problem-solving skills.
Proficient in Microsoft Office and general computer systems.
High School Diploma or equivalent required.
Minimum 3+ years of customer service experience, preferably in a call center or healthcare setting.
Minimum 1+ year of Medical Assistant or healthcare experience preferred.
Bilingual (English/Spanish) preferred.

Nice To Haves

Medical Assistant certification preferred.
Bilingual (English/Spanish) preferred.

Responsibilities

Answer high-volume inbound calls and provide accurate, timely, and professional responses to patient inquiries.
Triage patient calls to determine the appropriate level of care and routing.
De-escalate patient concerns and provide effective resolution with empathy and professionalism.
Build strong patient relationships and deliver a high-quality patient experience.
Schedule, reschedule, and cancel appointments accurately across all SFP Health Group entities.
Work the Online Scheduling Sheet daily to ensure all scheduling needs are addressed.
Assist with patient needs including referrals, prior authorizations, lab results, prescription refills, and eligibility verification.
Maintain accuracy of patient records and update information as needed.
Maintain a minimum of 80 calls answered daily as a baseline expectation; team members are expected to exceed this as call volume requires.
Complete all assigned voicemail tasks daily and in a timely manner.
Actively manage and work on the Chase List to ensure follow-ups and pending items are completed.
Utilize downtime between calls productively to complete assigned administrative tasks.
Actively manage and work on the Online Scheduling sheet to ensure visits are correctly scheduled.
Ensure that all daily responsibilities are completed by the end of the day.
Educate patients on services, preventative care, and follow-up appointments.
Promote wellness programs and clinic services.
Identify and address causes of no-shows and assist in reducing missed appointments.
Ensure timely patient engagement, especially within early enrollment periods.
Document all patient interactions accurately in the EHR system.
Close out open tasks and encounters daily to ensure continuity of care.
Collaborate with clinical and administrative teams to improve patient outcomes and experience.
Support onboarding and training of new team members.
Maintain professionalism, confidentiality, and compliance with HIPAA standards.
Demonstrate respect and courtesy to patients, families, and staff at all times.