Communication Center Operator

Borinquen Health Care Center, Inc; Miami (FL); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Short Term Disability

Job summary

Borinquen Medical Centers in Miami, FL seeks a Communication Center Operator for a full‑time position. You will handle high-volume inbound/outbound calls, verify patient information, and coordinate appointments while maintaining professional communication with patients and departments.

Responsibilities include updating demographics, assisting with insurance and billing inquiries, and ensuring high levels of customer satisfaction. Strong phone etiquette and MS Word/Excel skills are required.

Qualifications

• High school education or equivalent is required.
• Basic computer skills with MS Word and Excel are expected.
• Strong phone etiquette and listening skills are essential.

Responsibilities

• Answer inbound and make outbound calls in a high-volume call center; collect vital information for registration.
• Transfer calls to appropriate department and schedule provider appointments.
• Update patient information across multiple web portals.
• Conduct courtesy calls to ensure patient satisfaction with service provided.
• Handle upset callers professionally and escalate as needed.
• Identify concerns and communicate them to supervisors with constructive input.
• Ensure customer service levels align with company standards.
• Counsel patients on financial issues such as insurance and eligibility for assistance.

Skills

Phone etiquette

Listening skills

Written communication

Analytical skills

Persuasive skills

Interpersonal skills

Verbal communication

Professional approach

Education

High school diploma or equivalent

Tools

MS Word

Excel

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Communication Center Operator

Full Time Miami, FL, US

Borinquen Medical Centers is based in Miami, Florida and is seeking to hire a full-time Operator to join our team. Under the direct supervision of the Communication Center Manager, Operators will transfer calls to correct destination and assist callers as needed. Answer inbound and make outbound calls in a high volume call center, with computer input during calls, collect vital information patient to complete registration. Transfer calls to the appropriate department whenever necessary. Conduct introduction calls to verify/confirm services needed. Schedule provider appointments by coordinating panel availability.

TASKS AND RESPONSIBILITIES

• Answer inbound and make outbound calls in a high-volume call center, with computer input during calls, collect vital information patient to complete registration; Transfer calls to the appropriate department whenever necessary.
• Conduct introduction calls to verify/confirm services needed.
• Schedule provider appointments by coordinating panel availability.
• Update patient information (insurance, address, phone, email i.e.) regularly through multiple web portals.
• Conduct courtesy calls to end users to ensure patient satisfaction with service provided.
• Effectively deal with upset/angry callers; understand the importance of maintaining a professional attitude when handling all calls and escalates to a supervisor/manager when necessary; Use the most appropriate means to communicate with different personality types on the telephone and within the workplace.
• Identify and communicate concerns, problems and challenges to supervisor(s)/manager(s) in a positive, constructive and solution orientated manner.
• Ensure customer service levels are in line with company standards.
• Handle all task and requests quickly and efficiently; Escalate calls/send emails through the proper channels if required.
• Counsels patients and families regarding financial issues such as insurance, eligibility for assistance, sliding fee scales, verifies insurance coverage with insurance companies.
• Records patient demographic, insurance, and billing codes into registration and billing system; researches missing information on intake forms; obtains signatures and release forms.
• Schedules patient appointments for treatment.

REQUIREMENTS

• Good phone etiquette and excellent listening skills; Strong written, analytical, persuasive and interpersonal skills.7. Strong verbal communication skills; a courteous and professional approach.
• Ability to maintain composure under stressful and/or possible agitating working conditions.
• Basic computer skills are required – working knowledge of MS Word and Excel/
• High school education or equivalent required

BENEFITS

• Medical/Dental/Vision/Short Term Disability