Call Center Representative

suncoastchc; Brandon (FL); On-site; USD 21,000 - 26,000; Full time

Job summary

SuncoastCHC is seeking a dedicated Call Center Representative to handle patient inquiries by phone and digital platforms, ensuring a positive experience with every interaction. The role requires excellent verbal and written communication, strong interpersonal skills, and meticulous documentation in the EHR.

You will schedule appointments across all departments, prioritize urgent requests, route calls to the correct staff, and maintain accurate patient records.

Qualifications

• High School diploma or equivalent is required.
• At least two years related experience preferred.
• Excellent verbal and written communication.
• Ability to maintain HIPAA compliance while handling patient information.
• Experience with EHR systems is a plus.

Responsibilities

• Respond to patient inquiries via phone and digital platforms.
• Schedule appointments across all departments and document messages in the EHR.
• Prioritize urgent requests and route calls to the appropriate staff.
• Resolve routine and complex patient issues; escalate when necessary.
• Maintain accurate patient records in the EHR and ensure HIPAA compliance.
• Participate in team meetings and trainings as required.
• Provide feedback to supervisors on concerns or bottlenecks to improve processes.

Skills

Verbal communication

Written communication

Interpersonal skills

Organizational skills

Time management

Microsoft Office

EMR

Education

High School diploma or equivalent

Tools

EMR systems

Microsoft Office

Job description

CALL CENTER REPRESENTATIVE

FLSA: NON-EXEMPT

Duties/Responsibilities:

• Respond to patient inquiries via phone and digital platforms.
• Resolve issues effectively and ensure a positive experience with each interaction.
• Schedule appointments across all departments and accurately document patient messages in the appropriate systems.
• Prioritize message urgency and route calls or requests to the appropriate department or staff member.
• Resolve routine and complex patient issues independently when possible, escalating to supervisors when necessary.
• Maintain accurate and up-to-date patient records in the electronic health record (EHR) system.
• Ensure full compliance with HIPAA regulations when handling patient information.
• Follow all training protocols and operational guidelines to ensure consistent, high-quality service.
• Participate in virtual and in-person team meetings, training sessions, and performance reviews as required.
• Support department and clinic operations by performing additional tasks as needed to enhance patient care.
• Provide feedback to supervisors on customer concerns, recurring issues, or process bottlenecks for improvement.

• Perform additional tasks as needed to support the centers.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.

• Exhibit strong organizational and time management abilities, with a focus on meeting deadlines and managing multiple tasks efficiently.
• Thrive in a fast-paced, high-volume, and occasionally stressful environment while maintaining professionalism and empathy.
• Operate standard office equipment and maintain proficiency in Microsoft Office, Electronic Medical Records (EMR), and other relevant software platforms.

Education and Experience:

• High School diploma or equivalent is required.
• At least two years related experience is preferred.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Must be able to travel to various center locations as required.