Patient Service Representative | UF Heart & Vascular (Jax) | Full-time | Days

University of Florida Health•Jacksonville, FL

64d•Onsite

About The Position

Answer inbound calls, schedule office appointments and answer questions for new and established patients. Engage in active listening with callers, confirming or clarifying information and diffusing anxiety, as needed. Utilize software, databases, scripts and tools as directed in formal training and regular coaching. Route tier 2 calls to the appropriate personnel, as needed. Coordinate hospital consults with practice offices. Build lasting relationships with patients and other call center team members based on trust and reliability. Understand and strive to meet or exceed contact center metrics while providing excellent consistent customer service. Make recommendations for appointment times, providers, and locations that may better suit patient needs. Learn new technologies and workflows as they are introduced. Other related duties, as assigned.

Requirements

High school diploma or equivalent.
Experience desired, healthcare focused call center experience or call center professionals accustomed to delivering a great caller experience in a high-volume setting. We will also consider medical office staff accustomed to a fast-paced office where they were required to make patient appointments and multi-task.
Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
Proficiency with computers and strong typing skills.
Strong time management and decision-making skills.
Adaptability and accountability.
Seeking experienced call center representative accustomed to high volume and/or doctor's office staff who have worked in a high-volume office and have experience making patient appointments.

Nice To Haves

Fluency in Spanish highly desired.

Responsibilities

Answer inbound calls, schedule office appointments and answer questions for new and established patients.
Engage in active listening with callers, confirming or clarifying information and diffusing anxiety, as needed.
Utilize software, databases, scripts and tools as directed in formal training and regular coaching.
Route tier 2 calls to the appropriate personnel, as needed.
Coordinate hospital consults with practice offices.
Build lasting relationships with patients and other call center team members based on trust and reliability.
Understand and strive to meet or exceed contact center metrics while providing excellent consistent customer service.
Make recommendations for appointment times, providers, and locations that may better suit patient needs.
Learn new technologies and workflows as they are introduced.
Other related duties, as assigned.