Call Center Representative

Central Florida Kidney Specialists, Inc.; Kissimmee (FL); On-site; USD 36,000 - 42,000; Full time

Job summary

Central Florida Kidney Specialists, Inc. is seeking a Medical Centralized Services Call Center Coordinator / Front Office Coordinator to handle high-volume patient interactions in a healthcare setting. You will schedule appointments, explain intake forms, process payments, and maintain accurate patient records in the EHR.

The role requires strong organization, reliable communication, and teamwork. Some travel between CFKS locations may be required, with flexible hours based on location needs.

Qualifications

• 1 year of Customer Service Experience
• 1 year of Medical Call Center Experience
• Bilingual in English and Spanish preferred

Responsibilities

• Answer inbound calls to schedule appointments.
• Explain intake forms and process payments.
• Enter and verify patient insurance information in the Electronic Health Record.
• Notify providers of patient arrivals.
• Maintain office inventory and equipment; anticipate supply needs.
• Make reminder calls to patients for upcoming appointments.
• Manage phone and fax lines and address voicemails.
• Scan new patient medical records into the system.
• Adhere to assigned work schedules; may extend outside standard hours.

Skills

Organizational skills

Attention to detail

Effective communication

Team player

Problem solving

Adaptable

Education

High School Diploma or equivalent

Job description

Job Summary:

The Medical Centralized Services Call Center Coordinator / Front Office Coordinator is responsible for interacting with patients in a healthcare setting and managing administrative tasks. Their duties include answering a high volume of inbound calls to schedule patient appointments, explaining intake forms, processing payments, entering and verifying patient insurance information and answering and returning phone calls.

General Duties:

• Greeting patients professionally both in person and on the phone.
• Answer high volume call volume from automated phone system.
• Enter new, scheduling, or updating patient profile including primary care physician, referring physician, insurance information and updating patient’s current information as necessary in the Electronic Health Record.
• Quickly answering or properly referring questions and concerns to appropriate personnel.
• Optimizing provider schedules and patient satisfaction with efficient scheduling.
• Notifying providers of patient arrivals.
• Ensuring availability of treatment information by retrieving and updating patient records.
• Verifying financial records and collecting patient charges while filing and expediting third-party claims.
• Maintaining office inventory and equipment by anticipating supply needs and expediting supply orders.
• Make reminder calls daily to patients for upcoming appointments.
• Answer and manage phone calls and fax line as needed.
• Address voicemails throughout the day.
• Scan new patient medical records into the system before appointment.
• Business hours by CFKS locations may vary. Team members are expected to adhere to their assigned work schedules, which may occasionally fall outside of standard business hours.
• Other duties as assigned.

Personal Attributes:

• A strong representative of the organization’s values.
• Highly accountable individual with demonstrated ability to take ownership of role, driving towards measurable outcomes.
• Must be very organized.
• Maintains a professional attitude and high work standards.
• Must be a team player.
• Adaptable, dynamic thinking individuals with strong problem-solving skills.

Required Qualifications:

• Self-motivated with strong organizational skills, superior attention to detail and ability to prioritize workload.
• Ability to quickly learn new software, new systems, adapt to change and communicate effectively.
• Exercises sound judgment in responding to inquiries; understands when to route inquiries to next level, with a strong sense of urgency.
• Must be able to manage multiple tasks/projects simultaneously within inflexible time frames.
• Ability to adapt to frequent priority changes.

Minimum Educational Level/Certifications:

• High School Diploma or equivalent.
• Bilingual in English and Spanish preferred.

Minimum Work Experience and Qualifications:

• 1 year of Customer Service Experience
• 1 year of Medical Call Center Experience

Physical Demands/ Environmental Conditions:

• Sedentary work. Exerting up to 15 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
• Talking. Expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Hearing. Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in sound.
• Walking. Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
• Standing. Particularly for sustained periods of time.
• Reaching. Extending hand(s) and arm(s) in any direction.
• Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. Occasionally required to stoop, kneel, crouch, or crawl.
• Vision. The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; using measurement devices; at distances close to the eyes. Specific vision abilities required by this position include close hearing, vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.
• The worker is subject to environmental conditions. Protection from weather conditions but not necessarily from temperature changes.
• Extended workdays may occur.

Travel Requirement:

Must be able to travel by car.

Travel:

Periodically to other office locations to work if needed.