Contact Center Representative

Florida Cancer Specialists•Nine Mile, FL

About The Position

The Patient Contact Center Representative supports Florida Cancer Specialists & Research Institute’s mission by providing high-quality consumer care and operational support for patient care in a call-center setting. The role schedules appointments for clinic services and internal and external radiology services, handles inbound and outbound calls for multiple clinics, and helps callers reach the appropriate practice or team. The representative works under an assigned contact center manager team and is responsible for delivering a professional, efficient, and accurate patient experience while meeting performance metrics. The representative registers new patients, collects and updates demographic and insurance information, verifies patient data for accurate billing, schedules and reschedules appointments, and documents required information in the electronic medical record. The role may include explaining preparation instructions for outside testing, collecting patient payments, addressing patient concerns or referring them to administration, and helping fill cancellation slots. Representatives use online scheduling systems and EHRs, maintain company equipment, and attend meetings and training. They must comply with applicable laws, regulations, and company policies concerning patient care, records, privacy, billing, safety, collections, human resources, IT, and disaster recovery.

Requirements

High school graduate or equivalent.
Previous customer service experience.
Proficient with email, PowerPoint, Excel, and Word.
Demonstrated interpersonal skills and ability to communicate effectively with management, staff, vendors, and patients.
Strong organizational skills, attention to detail, and ability and willingness to multitask.
Ability to handle sensitive and confidential data.
Ability to work independently and in a team environment.
Excellent verbal and written communication skills.
Professional interactions with internal and external patients or customers, as demonstrated by work history and interview process.
Ability to perform the essential functions of the job with or without reasonable accommodation, using an appropriate combination of skills and abilities.

Nice To Haves

At least 1 year of healthcare experience.
Call center experience.
Proven ability to train and audit others.
Knowledge of EHR.

Responsibilities

Build relationships with patients, consumers, and coworkers in a virtual setting, typically by telephone or Microsoft Teams.
Handle inbound and outbound calls for multiple clinics and route callers to the appropriate practice, team, department, or location.
Communicate with patients in a cordial and professional manner and respond to incoming calls promptly.
Meet daily, weekly, and monthly qualitative and quantitative performance metrics, including individual and departmental KPIs.
Schedule medical office, testing, and radiology appointments for multiple clinics and physicians according to clinic and provider guidelines.
Complete new-patient registration, including entering demographic and insurance information, and schedule patients as appropriate.
Verify and update patient information and insurance details to support accurate billing.
Use online scheduling systems and the EHR, and document or update required information in the EMR according to standard operating procedures.
Explain preparation instructions and testing processes to patients or family members when outside testing requires preparation.
Collect patient payments according to standard operating procedures.
Handle patient concerns or refer them to administration as appropriate.
Fill patient cancellation slots efficiently to keep practitioner schedules booked.
Maintain company equipment according to guidelines and report equipment concerns to the immediate leader.
Attend meetings and training sessions and report changes or concerns to the supervisor.
Establish and maintain effective working relationships with new and existing customers through professionalism and strong interpersonal and communication skills.
Comply with applicable federal and state laws and regulations and company and departmental policies, including those related to patient care, patient rights, safety, billing, human resources, collections, IT, and disaster recovery.
Cross-train in Contact Center Supervisor/Manager team areas.