Contact Center Representative

Florida Cancer Specialists

18h•Remote

About The Position

The Patient Contact Center fulfills Florida Cancer Specialists & Research Institute's (FCS) mission by providing world-class consumer care, adhering to its values and service standards. The department supports practices by scheduling various appointments, including clinic services and internal/external radiology services. This role involves scheduling patients via incoming and outbound calls with a strong focus on customer service, operating under a contact center manager team. The representative provides operational support in delivering patient care within a call setting environment. Key responsibilities include meeting and exceeding standard consumer care metrics such as timely and professional phone answering, efficient and accurate appointment scheduling, obtaining and inputting insurance information, maintaining compliance standards, and ensuring a quality consumer experience by meeting patient needs. Since 1984, FCS has established a national reputation for excellence, boasting over 250 physicians, 220 nurse practitioners and physician assistants, and nearly 100 locations. The institute is dedicated to providing world-class cancer care through innovative clinical research, cutting-edge technologies, and advanced treatments. FCS is recognized by the American Society of Clinical Oncology (ASCO) with a national Clinical Trials Participation Award, offering patients access to more clinical trials than any private oncology practice in Florida. Through its partnership with Sarah Cannon, FCS is one of the largest clinical research organizations in the U.S., often leading the nation in initiating research studies and providing groundbreaking new therapies.

Requirements

High School Graduate or Equivalent
Previous customer service experience.
Proficient with computer programs: Email, PowerPoint, Excel, Word.
Demonstrates interpersonal skills by effectively communicating with all levels of management, staff and outside vendors and patients.
Strong emphasis on organizational skills and strong attention to detail and ability and willingness to multi task.
Ability to deal with data that is of a sensitive and confidential nature.
Ability to work independently and in a team environment.
Displays professional interactions with all levels of internal and external patients’/customers as demonstrated by work history and interview process.
Excellent verbal and written communication skills.

Nice To Haves

1+ years’ experience in the Health Care preferred.
Call center experience preferred.
Proven ability to train and audit others.
Knowledge of EHR.
Any combination of education, training or experience that provides the knowledge, skills and abilities required to successfully accomplish the assigned duties and responsibilities of the position.

Responsibilities

Builds relationships with patients, consumers and co-workers in a virtual setting, typically via the telephone or Microsoft Teams.
Handles inbound and outbound calls for multiple clinics from various entities to assist and or route to the appropriate assigned practices/team breakdown.
Communicates in a cordial, professional manner with patients via phone.
Meets daily, weekly and monthly qualitative and quantitative performance metrics.
Cross trained in Contact Center Supervisor/Manager Team area(s).
Schedules patients for medical office/testing/radiology visit appointments.
Transfers callers to appropriate department / location when necessary.
New patient registration (inputting demographic information, insurance information, etc.).
Complete new patient process and schedule accordingly.
Works with online scheduling system and EHR.
Follows federal, state laws and company guidelines to be compliant with patient records.
Verifies patient data and insurance to ensure it is updated for accurate billings.
Handles patient concerns or refers to administration appropriately.
Fills patient cancellation slots efficiently in keeping schedules booked for the practitioners.
Maintains company equipment according to company guidelines and reports equipment concerns to immediate leader.
Respond timely to incoming calls and route calls or take message as appropriate.
Maintain individual and departmental metrics and KPI’s.
Schedule appointments for multiple clinics and physicians as directed by clinic and provider guidelines.
If outside testing requires preparation, give the patient the preparation and explain process to patient/family member.
Collect patient payments based on standard operating procedure.
Document/update EMR with required information based on standard operating procedure.
Attend meetings and training sessions and report any changes or concerns to the supervisor.
Must establish and maintain effective work relationships with new and existing customers through a high degree of professionalism and excellent interpersonal/communication skills.
Comply with all Federal, State laws and regulations pertaining to patient care, patients’ rights, safety, billing, human resources and collections.
Adhere to all Company and departmental policies and procedures, including IT policies and procedures and Disaster Recovery Plan.