Communication Center Operator

Borinquen Health Care Center•Miami, FL

About The Position

Borinquen Medical Centers is seeking a full-time Communication Center Operator in Miami, Florida. Reporting directly to the Communication Center Manager, the Operator handles inbound and outbound calls in a high-volume call center, transfers callers to the appropriate destination, collects information for patient registration, and assists callers as needed. The role also includes scheduling provider appointments, maintaining patient records across web portals, verifying insurance and eligibility information, and providing courteous, professional customer service to patients and families.

Requirements

Excellent customer service skills and sound problem-solving judgment.
Good telephone etiquette and excellent listening skills.
Strong written, analytical, persuasive, interpersonal, and verbal communication skills.
A courteous and professional approach.
Ability to maintain composure under stressful or potentially agitating working conditions.
Basic computer skills, including working knowledge of Microsoft Word and Excel.
High school education or equivalent.

Nice To Haves

Bilingual Spanish/Creole.

Responsibilities

Answer inbound and make outbound calls in a high-volume call center, entering information into a computer during calls.
Collect vital patient information to complete registration.
Transfer calls to the appropriate department when necessary.
Conduct introduction calls to verify and confirm needed services.
Schedule provider appointments by coordinating panel availability.
Update patient information, including insurance, address, phone number, and email, through multiple web portals.
Make courtesy calls to ensure patient satisfaction with services provided.
Handle upset or angry callers professionally and escalate concerns to a supervisor or manager when necessary.
Communicate appropriately with different personality types over the telephone and in the workplace.
Communicate concerns, problems, and challenges to supervisors or managers constructively and with a focus on solutions.
Ensure customer service meets company standards and handle tasks and requests quickly and efficiently.
Escalate calls or send emails through the proper channels when required.
Counsel patients and families about financial matters, including insurance, assistance eligibility, and sliding fee scales.
Verify insurance coverage with insurance companies.
Enter patient demographic information, insurance details, and billing codes into registration and billing systems.
Research missing information on intake forms and obtain signatures and release forms.
Schedule patient appointments for treatment.