Call Center Agent – REMOTE / LOL

Orlando Health, Inc.; Orlando (FL); Remote; USD 32.000 - 46.000; Vollzeit

Benefits dieser Stelle

Tuition reimbursement

PSLF

Leadership development programs

Medical insurance

Dental insurance

Vision insurance

Free virtual visits

Well-being programs

Employer retirement match

Paid parental leave

PTO

Flexible leave options

Fertility benefits

Adoption assistance

Backup care for children/elders/pets

Pet insurance

Zusammenfassung

Orlando Health, Inc. is seeking a Call Center Agent for Florida Medical Clinic in Orlando. The role supports patient and provider inquiries in a high-volume call center, with REMOTE department duties and an 8-week onsite training in Land O’ Lakes, FL.

The position emphasizes patient-centered service, accurate information, and efficient appointment scheduling per provider protocols, with opportunities to grow in a supportive health system.

Qualifikationen

• Excellent interpersonal, customer service, and communication skills.
• High level of general computer literacy.

Aufgaben

• Answers calls and assists callers.
• Delivers accurate information and triages requests.
• Schedules appointments per provider protocols.
• Maintains attendance and adheres to policies.
• Performs other duties as assigned.

Ausbildung

High School Diploma or equivalent

Jobbeschreibung

Position Summary

Florida Medical Clinic Orlando Health Job Title: Call Center Agent

Office Hours: Monday – Friday, 8:00 AM to 5:00 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.

Responsibilities 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

Qualifications

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.

Benefits

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.