Customer Service Representative (Florida)

Northwell Health; Jacksonville (FL); On-site; USD 34,820 - 51,950; Full time

Job summary

Northwell Health in Jacksonville, Florida, is looking for a full-time Customer Service Representative. This role involves managing patient calls, scheduling appointments, and ensuring satisfaction. Ideal candidates will have a high school education and 1-3 years of customer service experience. The role offers a salary range of approximately $34,820 to $51,950 annually, with a shift from 9 AM to 5 PM. Join a supportive team focused on patient care and service excellence.

Qualifications

• High School Education or equivalent is required.
• 1-3 years of customer service experience preferred.

Responsibilities

• Interacts with patients and caregivers via phone for a best-in-class experience.
• Responds to inbound and outbound patient calls regarding scheduling and requests.
• Ensures patient satisfaction by fulfilling needs and resolving issues.

Skills

Customer service experience

Communication skills

Problem-solving

Education

High School Education or equivalent

Job description

Customer Service Representative (Florida)

Job Info

• Job Identification 182788
• Job Category Customer Service
• Posting Date 04/28/2026, 02:54 PM
• Locations 4875 BELFORT ROAD, Jacksonville, FL, 32256, US
• Job Schedule Full time
• Minimum Salary/Range* 34,820.0000
• Maximum Salary/Range* 51,950.0000
• Shift Days
• Shift Begin Time 9:00 AM
• Shift End Time 5:00 PM
• Schedule Full Time

Job Description

Manages patient calls to the Health System's enterprise-wide centralized call center. Assists with appointment scheduling, messaging physicians (test results, clinical advice, medication request, etc.), and patient navigation to support Health System goals. Fulfills patient needs, resolves issues, and ensures patient satisfaction.

Job Responsibilities

• Interacts with patients and caregivers via phone to provide best-in-class patient experience through the Health System's centralized call center.
• Respond to inbound and outbound patient calls related to scheduling, messages to physicians (test results, clinical advice, medication request, etc.), and other patient requests.
• Follows standard escalation process for patients experiencing clinically urgent issues.
• Escalates questions, problems, and significant challenges to more senior team members for direction or subject matter expertise on new or unprecedented assignments.
• Accurately schedule patient appointments in a complex care setting using guided decision support technology.
• Fully register and verify insurance eligibility.
• Exercises independent judgment on basic or moderately complex issues regarding job and related tasks.
• Assesses the caller’s need, responds with critical judgment, and ensures the appropriate resolution for the inquiry or issue.
• Provides first call resolution and advocates for patients/caregivers.
• Proactively monitors areas of concern or uncertainty related to access issues and suggests possible resolutions to optimize best outcome.
• Supports revenue cycle goals by minimizing potential financial risk through accurate patient insurance and demographic registration activities.
• Maintains patient health information and protects confidentiality in accordance with HIPAA guidelines.
• Promotes a positive and productive environment, supporting teamwork and communication.
• Identifies specific patient needs and uses the appropriate call handling technique practices while supporting the patient on how to navigate the health system.
• Uses documented procedures, policy manuals, knowledge‑base, and other reference materials to assist in answering various general inquiries and issues.
• Documents inquiries, issues, transactions, and other relevant information for health system tracking.
• Communicates clearly and timely with patients and interfaces with practices.
• Performs other related duties pertinent to delivering an easy and complete experience for the patient.

Job Qualifications

• High School Education or equivalent, required.
• 1‑3 years of customer service experience.

Additional Salary Detail

*The salary range and/or hourly rate listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining a team member's base salary and/or rate, several factors may be considered as applicable (e.g., location, specialty, service line, years of relevant experience, education, credentials, negotiated contracts, budget and internal equity).

It is Northwell Health’s policy to provide equal employment opportunity and treat all applicants and employees equally regardless of their age, race, creed/religion, color, national origin, immigration status or citizenship status, sexual orientation, military or veteran status, sex/gender, gender identity, gender expression, disability, pregnancy, genetic information or genetic predisposition or carrier status, marital or familial status, partnership status, victim of domestic violence, sexual or other reproductive health decisions, or other characteristics protected by applicable law.

Northwell Health reserves the right to amend all terms of employment.