Call Center Representative

Family-Health-Centers-of-Southwest-Florida; The Forum (FL); On-site; USD 51,577,000 - 63,039,000; Full time

Job summary

Family Health Centers of Southwest Florida, Inc. is seeking a Call Center and Customer Service professional in Florida, with bilingual English/Spanish preferred, to handle incoming calls, schedule visits, and direct callers to the appropriate department.

The role requires excellent phone etiquette, strong listening and communication skills, and accurate documentation in the electronic health record. You will work in a fast paced team environment with attention to detail and HIPAA compliance.

Qualifications

• Excellent customer service and active listening
• Attention to detail in a fast-paced environment
• Ability to manage multiple tasks concurrently
• Typing speed ~35 WPM with high accuracy
• Healthcare call center experience preferred

Responsibilities

• Answer all incoming calls in a call center setting with proper etiquette
• Direct calls and document interactions in the call system and registration systems
• Schedule patient visits and register new patients in the system
• Provide information to callers and ensure accurate routing to appropriate department
• Use the electronic health record to enter notes and patient information
• Maintain HIPAA-compliant communications and protect patient information

Skills

Customer service

Communication

Multitasking

Typing

Education

High School diploma or GED

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).

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 listing 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.