Contact Center Representative

Evara Health • Clearwater, FL

12d

About The Position

The Contact Center Representative at Evara Health handles inbound and outbound calls to provide information, respond to inquiries, schedule appointments, and support patients. The role requires excellent customer service, accurate management of patient information in electronic health records, and support for efficient call center operations. As part of a Federally Qualified Health Center, the representative helps ensure underserved populations can access quality healthcare services.

The representative assists patients with registration, insurance coverage, sliding fee scale options, referrals, and follow-up care, coordinating with clinical teams as appropriate. The position also supports patient outreach, administrative workflows, quality improvement, and compliance with applicable organizational, privacy, regulatory, and accreditation requirements. The schedule is Monday through Friday, 9:30 a.m. to 6:00 p.m.

Requirements

• High school diploma or equivalent.
• A Level 2 background screening through the Florida Care Provider Background Screening Clearinghouse is required.

Nice To Haves

• One or more years of experience in a call center or front office healthcare setting.

Responsibilities

• Answer high volumes of inbound calls, respond to inquiries, and route calls to appropriate departments professionally and efficiently.
• Schedule and reschedule appointments, communicate changes to patients, update EHR records, and monitor appointment reminders and cancellations.
• Complete new patient registration, update patient information, document phone interactions, and explain insurance coverage, sliding fee scale options, and Evara Health services.
• Help patients navigate referrals and follow-up care and coordinate with clinical teams to connect patients with appropriate services.
• Provide empathetic, patient-centered service while following communication scripts and meeting required key performance indicators.
• Resolve patient concerns fairly, escalate issues when needed, and communicate effectively with team members and other departments.
• Maintain accurate patient records, navigate EHR charts, update worklists and queues, and complete administrative tasks supporting contact center operations.
• Support patient recall and preventive care outreach, coordinate with care team members, and contribute to meetings and initiatives that improve operations and patient satisfaction.
• Use multi-line phone systems, EHRs, CRM tools, and call center software; troubleshoot minor technical issues and escalate complex problems to IT support.
• Participate in quality improvement initiatives and maintain compliance with Evara Health, HIPAA, HRSA, state, federal, and accreditation requirements.

Benefits

• 15 days of paid time off each year, with the option to cash out eligible unused PTO.
• 10 paid holidays each year, plus an additional paid day off to celebrate your birthday.
• Medical, dental, and vision coverage, free healthcare services at Evara Health for eligible employees and dependents, and additional benefits and wellness resources.
• Employer retirement contributions of up to 4% of salary, along with retirement planning guidance and resources.
• Eligible employees can receive up to $1,500 per year toward continued education and professional development expenses, including tuition, licensure, certifications, conferences, and other approved learning opportunities.
• Quarterly incentive opportunities for eligible employees based on organizational, team, and performance goals.
• Professional development and career growth opportunities.
• Employee picnics, appreciation events, monthly theme days, celebrations, and team activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED