Call Center Representative

Family-Health-Centers-of-Southwest-Florida; Fort Myers (FL); On-site; USD 36,000 - 48,000; Full time

Job summary

Family Health Centers of Southwest Florida is seeking a Call Center and Customer Service professional to handle incoming calls, schedule visits, and direct callers to the correct department. The role emphasizes bilingual English/Spanish communication and excellent patient-service skills in a healthcare setting.

The position requires attention to detail, strong documentation in electronic health records, and the ability to maintain HIPAA compliance.

Qualifications

• High school diploma or GED or equivalent.
• Healthcare call center experience is preferred.
• Bilingual English/Spanish preferred.
• Experience with Electronic Health Records is a plus.

Responsibilities

• Answer all incoming calls in a call center setting with proper etiquette and listening skills.
• Provide excellent customer service and address caller needs.
• Direct calls and document interactions in registration and call systems.
• Schedule patient visits and assist with new patient registration process.
• Write succinct notes in the patient health record and maintain HIPAA compliance.
• Prioritize tasks in a fast-paced environment and work in a team.

Skills

Customer service

Telephone etiquette

Multitasking

Communication skills

Attention to detail

HIPAA compliance

Bilingual English/Spanish

Education

High school diploma or GED

Tools

Electronic Health Records (EHR)

Job description

Description

Family Health Centers of Southwest Florida, Inc. has an immediate opening for a dedicated Call Center and Customer Service professional, especially those bilingual in English and Spanish. The Call Center Representative will be responsible for answering all incoming calls to Family Health Centers of Southwest Florida (FHC) Call Center and manage the calls through scheduling or directing callers to appropriate department.

Our positions pay well ABOVE the market rate that other companies may be offering, regular schedules (Monday-Friday\/8am - 5pm). Apply today!!

DETAILED DUTIES AND RESPONSIBILITIES:

• Responsible for answering all incoming calls in a call center setting. Knowledge, understanding, and relevant experience with telephone etiquette, including strong listening skills are essential.


• Excellent customer/client service skills are essential to this position.


• Strong communication skills including: verbal, written and listening skills.


• Strong ability to listen carefully to the needs of the patient and ensure that the caller is accurately addressed.


• Directs calls appropriately and accurately documents the call to a call system and registration systems.


• Answers questions using proper protocol and provides information to caller. Ensures that calls are forwarded appropriately.


• Schedules patient visits; registers new patients to FHCSWF; provide direction regarding the new patient registration process.


• The Call Center Representative will handle a variety of incoming patient inquiries or requests and will use the appropriate resources to complete accurate responses.


• Must be able to write succinct and accurate notes in the patients' electronic health record.


• Assures all communications and transactions with patients/guardians are conducted in a mature, calm, sensitive and respectful manner.


• Proficient in use of a patient registration system, including updates to insurances and procedure entry.


• Ability to utilize electronic health record system to enter, retrieve and document patient information, notes and tasks to record patient communications.


• Understands and maintains Protected Health Information in accordance with HIPAA guidelines.


• Demonstrated ability to work in a large team environment.


• Ability to work in a fast paced environment and possess the ability to prioritize, maintain a high level of attention to detail, organization, and flexibility.


• Performs any and all other duties assigned.

Requirements

KNOWLEDGE, SKILLS AND ABILITIES:

• Excellent customer service skills


• Demonstrated attention to details


• Ability to manage multiple tasks simultaneously - strong organizational skills


• Computer literate, with good typing skills, 35 WPM, high level of accuracy


• Proven experience working in a fast paced environment and maintaining accuracy of the work assigned


• Ability to work and communicate effectively with superiors and peers

TRAINING AND EXPERIENCE:

• High School diploma, GED or equivalent training and experience.


• Previous Call Center Experience, preferably in Healthcare.


• Experience in a medical or dental setting a plus.


• Prior experience with Electronic Health Records a plus.

SPECIAL REQUIREMENTS:

• Reliable transportation and willingness to travel locally when required.


• Bilingual English/Spanish preferred.