Communication Center Operator

Borinquen Health Care Center•Miami, FL

5d•Onsite

About The Position

Borinquen Medical Centers is seeking a full-time Communication Center Operator in Miami, Florida. Under the direct supervision of the Communication Center Manager, the Operator handles inbound and outbound calls in a high-volume call center, transfers callers to the appropriate destinations, and assists them with their needs. The role involves entering information into computer systems during calls, gathering patient information for registration, confirming requested services, and scheduling provider appointments based on panel availability. The Operator also updates patient records across web portals, makes courtesy calls to assess satisfaction, and supports patients and families with insurance and financial questions. The position requires professional and courteous communication, including handling upset callers and escalating concerns when appropriate. Patient demographic, insurance, and billing information must be recorded accurately, and missing intake information, signatures, and release forms must be obtained.

Requirements

Excellent customer service skills and the ability to solve problems using good judgment.
Good telephone etiquette and excellent listening skills.
Strong written, analytical, persuasive, interpersonal, and verbal communication skills.
A courteous and professional approach.
Ability to remain composed in stressful or potentially agitating working conditions.
Basic computer skills, including working knowledge of Microsoft Word and Excel.
High school education or equivalent required.

Nice To Haves

Bilingual Spanish and/or Creole.

Responsibilities

Answer inbound and make outbound calls in a high-volume call center, enter information during calls, collect patient information for registration, and transfer calls to the appropriate department.
Conduct introduction calls to verify or confirm the services needed.
Schedule provider appointments by coordinating panel availability.
Regularly update patient information, including insurance, address, phone number, and email, through multiple web portals.
Make courtesy calls to ensure patients are satisfied with the service provided.
Handle upset or angry callers professionally, communicate appropriately with different personality types, and escalate issues to a supervisor or manager when necessary.
Communicate concerns, problems, and challenges to supervisors or managers constructively and with a solution-oriented approach.
Ensure customer service meets company standards.
Handle tasks and requests promptly and efficiently, and escalate calls or send emails through appropriate channels when required.
Counsel patients and families about financial matters, including insurance, assistance eligibility, and sliding fee scales; verify insurance coverage with insurance companies.
Record patient demographic, insurance, and billing-code information in registration and billing systems; research missing intake information and obtain signatures and release forms.
Schedule patient appointments for treatment.