Call Center - Patient Care Representative

Suncoast Community Health Centers•Brandon, FL

About The Position

PATIENT CARE REPRESENTATIVE FLSA: NON - EXEMPT Duties/Responsibilities: Monitor and respond to incoming medical department calls, documenting messages and routing urgent issues to appropriate staff. Record all telephone interactions and instructions provided to patients. Assist with appointment scheduling, referral requests, and general inquiries. Forward calls involving assessments, symptoms, emergencies, or medical advice to the appropriate medical staff. Process pharmacy requests for medication and refills in compliance with Call Center policies. Maintain accurate patient records and documentation in the electronic health record (EHR) system. Coordinate referrals, follow-ups, and communication between patients and healthcare providers. Manage correspondence, messages, and administrative tasks such as filing and document preparation. Collaborate with medical staff and address patient concerns professionally to ensure seamless care. Perform additional tasks as needed to support the centers.

Requirements

Excellent verbal and written communication skills.
Excellent interpersonal and customer service skills.
Excellent organizational skills and attention to detail.
Excellent time management skills with a proven ability to meet deadlines.
Strong analytical and problem-solving skills.
Ability to prioritize tasks and to delegate them when appropriate.
Ability to function well in a high-paced and at times stressful environment.
Must be able to effectively manage workflow and maintain high-quality standards in environments where staffing levels may be below ideal, demonstrating the ability to prioritize tasks and collaborate with the team under pressure.
Ability to use office equipment, including computers, copy machines, fax machines, telephones, calculators, and more.
Proficient with Microsoft Office Suite, Electronic Medical Record (EMR) and related software.
High School Diploma or equivalent is required
Must be able to lift up to 15 pounds at times.
Must be able to travel to various center locations as required.

Responsibilities

Monitor and respond to incoming medical department calls, documenting messages and routing urgent issues to appropriate staff.
Record all telephone interactions and instructions provided to patients.
Assist with appointment scheduling, referral requests, and general inquiries.
Forward calls involving assessments, symptoms, emergencies, or medical advice to the appropriate medical staff.
Process pharmacy requests for medication and refills in compliance with Call Center policies.
Maintain accurate patient records and documentation in the electronic health record (EHR) system.
Coordinate referrals, follow-ups, and communication between patients and healthcare providers.
Manage correspondence, messages, and administrative tasks such as filing and document preparation.
Collaborate with medical staff and address patient concerns professionally to ensure seamless care.
Perform additional tasks as needed to support the centers.