Patient Representative Call Center

Mount Sinai Medical Center•Miami Beach, FL

1d•Hybrid

About The Position

The Patient Representative supports patients by efficiently handling incoming calls, scheduling appointments accurately, and following established call flow and workflow processes. This role provides professional, empathetic service, utilizes call center and scheduling systems effectively, and ensures proper documentation, notes, and message handling. The representative adheres to schedule expectations, demonstrates strong communication and customer service skills, and follows escalation procedures when needed to support a positive patient experience.

Requirements

MUST BE BILUNGUAL IN ENGLISH AND SPANISH
1 year of experience in Contact Center or similar role.
Some knowledge of medical terminology or healthcare operations.
Excellent communications skills.
Adept at computer software including office automation tools.
Track record of outstanding customer service

Responsibilities

Can follow prescribed call flow for routine scheduling calls.
Consistently demonstrates proper etiquette when receiving, transferring, or placing calls on hold.
Has completed empathy training and understands the importance of this skill.
Demonstrates basic facility with the technology systems in making appointments.
Consistently demonstrates compliance with workflow processes such as wrap codes, CRM, notes, and messages.
For a majority of appointments, is able to make appointments with the right physician within the right timeframe.
Demonstrates understanding of the escalation process for appointments.
Accepts quality assurance feedback and understands improvement opportunities.
Always acts professionally.
Adheres to schedule and is very reliable with attendance.