Call Center Agent - REMOTE / LOL

Florida Medical Clinic Orlando Health; Land O' Lakes (FL); On-site; USD 21,000 - 29,000; Full time

Benefits offered by this job

Tuition reimbursement

Public Service Loan Forgiveness (PSLF)

Leadership development programs

Comprehensive medical, dental, vision

Free virtual visits

Well-being programs

Up to 5% employer retirement match

Four weeks paid parental leave

PTO and flexible leave

Fertility benefits

Adoption assistance

Backup care for children/elders/pets

Pet insurance

Job summary

Florida Medical Clinic Orlando Health is seeking a Call Center Agent to deliver patient-centered service in a high-volume environment. You will handle calls, perform intake triage, schedule appointments, and route requests per provider protocols and clinic policies.

This role requires strong communication, multitasking, and computer literacy. Two years of related experience in customer service or healthcare is preferred, with onsite training in Land O' Lakes, FL.

Qualifications

• Two years of related experience in call centers, clerical customer service, or healthcare settings.
• Experience with high-volume calls (200+ daily).
• Knowledge of medical terminology preferred.
• Strong interpersonal and communication skills required.

Responsibilities

• Answers assigned department/queue overflow calls, maintaining approved standards
• Answers phones and assists callers
• Follows tasking guidelines and provides accurate and complete information
• Addresses Web Appointment Requests as assigned
• Completes the end of day process
• Maintains regular, punctual attendance consistent with Orlando Health policies
• Maintains compliance with all Orlando Health policies and procedures
• Performs all other duties as assigned

Skills

Customer service

Communication

Multi-tasking

Medical terminology

Computer literacy

Education

High School Diploma

Job description

Florida Medical Clinic Orlando Health

Job Title

Call Center Agent

Office Hours

Monday - Friday, 800 AM to 500 PM.

Department

Call Center

Onsite training for 8 weeks in Land O' Lakes, FL.

Position Summary

To deliver excellent patient centered service while providing information regarding services to patients, hospitals, staff and community health care providers in a high-volume call center environment. Perform intake triage, appointment scheduling and other patient requests based on provider protocols and Florida Medical Clinic policies and procedures.

Why is Florida Medical Clinic Orlando Health your best place to work?

• Education & Career Growth - Tuition reimbursement, Public Service Loan Forgiveness (PSLF), and leadership development programs.
• Health & Wellness - Comprehensive medical, dental, vision, free virtual visits, and well-being programs.
• Financial & Retirement - Up to 5% employer match on retirement contributions.
• Work-Life Balance - Four weeks of paid parental leave, PTO, and flexible leave options.
• Family & Pet Support - Fertility benefits, adoption assistance, backup care for children/elders/pets, and pet insurance.

Essential Functions.

• Answers assigned department/queue overflow calls, maintaining approved standards
• Answers phones and assists callers
• Follows tasking guidelines and provides accurate and complete information
• Addresses Web Appointment Requests as assigned
• Completes the end of day process
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state, and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Performs all other duties as assigned.

Other Related Functions

• Performs other incidental and related duties as required and assigned
• Maintains an organized and clean work area
• Participates in maintenance of clinical supplies

Education/Training

High School Diploma or equivalent required

Licensure/Certification

None

Experience

• Two (2) years of related experience required. Relevant experience may include, clerical customer service, call center / high volume phones (200 calls or more daily), physician office, insurance billing, or other health care related
• Additional (1) year clinical experience (CMA, MA, CNA), or experience in a health care or hospitality-related industry working with a concierge-style or call center service model preferred
• A working knowledge of medical terminology preferred
• High level of general computer literacy required, may be demonstrated by successful experience with a variety of computer software packages and/or systems.
• Must have excellent interpersonal, customer service, and communication skills.
• Must be able to perform under stress when confronted with emergencies, critical, or unusual situations.
• Must be able to multi-task effectively, maintaining a high standard of patient focus while generalizing, evaluations, or decisions based on sensory or judgmental criteria.

Orlando Health proudly embraces and honors the individuality of our team members. By sharing different ideas and perspectives and working together as a team, we are better able to relate to, care for and authentically serve our patients and families who make up the collective populations in our community. So, no matter who you are, what you believe or how you express yourself, you are welcome here.