Call Center Agent – REMOTE / LOL

Florida Medical Clinic Orlando Health; Land O' Lakes (FL); Hybride; USD 32 000 - 42 000; Plein temps

Avantages offerts par ce poste

Tuition reimbursement

PSLF

Well-being programs

Employer 5% retirement match

Paid parental leave

PTO

Flexible leave options

Fertility benefits

Adoption assistance

Pet insurance

Résumé du poste

Florida Medical Clinic Orlando Health is seeking a Call Center Agent to deliver patient-focused service in a high-volume environment. You will handle intake, triage, appointment scheduling, and patient requests following provider protocols and clinic policies.

The role includes onsite training for 8 weeks in Land O’ Lakes, FL, with remote work options as part of a hybrid setup. Strong communication and multitasking skills are essential, along with a solid background in healthcare-related

Qualifications

• Two years of related experience in customer service or call center environments.
• Experience with high-volume calls (200+ daily) preferred.
• Knowledge of medical terminology is preferred.

Responsabilités

• Handle assigned calls and provide information per protocols.
• Schedule appointments and triage according to provider rules.
• Complete end-of-day processes and maintain documentation.
• Maintain punctual attendance and adapt to busy environments.

Connaissances

Interpersonal skills

Customer service

Communication skills

Call center experience

Medical terminology knowledge

Formation

High School Diploma or equivalent

Outils

Computer literacy

Description du poste

Florida Medical Clinic Orlando Health Job Title Call Center Agent

Office Hours Monday – Friday, 800 AM to 500 PM.

Department Call Center (REMOTE)

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.