Patient Representative Call Center

CMP01 Mount Sinai Medical Center of Florida, Inc.; United States; Hybrid; USD 32,000 - 42,000; Full time

Benefits offered by this job

Health benefits

Life insurance

Long-term disability coverage

Healthcare spending accounts

Retirement plan

Paid time off

Pet Insurance

Tuition reimbursement

Employee assistance program

Wellness program

On-site housing for select positions

Job summary

Mount Sinai Medical Center of Florida is seeking a bilingual (English/Spanish) call center professional to support patient scheduling and inquiries in a hybrid role based in Miami Beach. You will handle routine calls, follow established workflows, and ensure accurate appointment details while delivering compassionate service.

After a six‑month onboarding in the hospital, this role may transition to a home‑based setup.

Qualifications

• High School diploma required.
• 1 year of experience in Contact Center or similar role.
• Bilingual in English and Spanish.
• Excellent communications skills.
• Adept at computer software including office automation tools.

Responsibilities

• CALL FLOW - follows prescribed call flow for routine scheduling calls.
• PATIENT INTERACTIONS - maintains proper etiquette when receiving, transferring, or placing calls on hold.
• PATIENT EXPERIENCE - demonstrates empathy and understands its importance.
• SCHEDULING EXPERTISE - proficient with appointment scheduling systems.
• PROCESS COMPLIANCE - follows workflow processes (wrap codes, CRM, notes, messages).
• APPOINTMENT ACCURACY - schedules with the right physician and timeframe.
• ESCALATIONS - follows escalation process for appointments.
• QUALITY ASSURANCE - accepts QA feedback and looks for improvements.
• PROFESSIONALISM - maintains professionalism at all times.
• SCHEDULE ADHERENCE - reliable attendance and adherence to schedule.

Skills

Bilingual English/Spanish

Customer service

Communication skills

Office software

Education

High School diploma

Tools

CRM software

Office automation tools

Job description

As Mount Sinai grows, so does our legacy in high-quality health care. Since 1949, Mount Sinai Medical Center has remained committed to providing access to its diverse community. In delivering an unmatched level of clinical expertise, our medical center is committed to recruiting and training top healthcare workers from across the country. We offer the latest in advanced medicine, technology, and comfort in 12 facilities across Miami-Dade (including our 674-bed main campus facility) and Monroe Counties, with 38 medical services, including cancer care, 24/7 emergency care, orthopedics, cardiovascular care, and more. Mount Sinai takes pride in being South Florida's largest private independent not-for-profit hospital, dedicated to continuing the training of the next generation of medical pioneers. Culture of Caring: The Sinai Way Our hardworking, tight-knit community of more than 4,000 dedicated employees fosters an environment of care and compassion. Each member plays a vital role in our collective mission to deliver excellent healthcare through innovation, education, and research. At Mount Sinai, we take pride in our achievements, aiming to be a beacon of quality healthcare in South Florida. We welcome all healthcare professionals to join our thriving community and contribute to our pursuit for clinical excellence.

Department:

Job Description Summary: MUST BE BILUNGUAL IN ENGLISH AND SPANISH Hybrid opportunity to work from home after 6 months working at the hospital on Miami Beach. Base salary PLUS new monthy and quarterly incentive progam! 8:30AM - 5 PM, Monday to Friday

Position Responsibilities

• CALL FLOW - Can follow prescribed call flow for routine scheduling calls.
• PATIENT INTERACTIONS - Consistently demonstrates proper etiquette when receiving, transferring, or placing calls on hold.
• PATIENT EXPERIENCE (Empathy) - Has completed empathy training and understands the importance of this skill.
• SCHEDULING EXPERTISE - Demonstrates basic facility with the technology systems in making appointments.
• PROCESS COMPLIANCE - Consistently demonstrates compliance with workflow processes such as wrap codes, CRM, notes, and messages.
• APPOINTMENT ACCURACY - For a majority of appointments, is able to make appointments with the right physician within the right timeframe.
• ESCALATIONS - Demonstrates understanding of the escalation process for appointments.
• QUALITY ASSURANCE - Accepts quality assurance feedback and understands improvement opportunities.
• PROFESSIONALISM - Always acts professionally.
• SCHEDULE ADHERENCE - Adheres to schedule and is very reliable with attendance.

Qualifications

• Education High School diploma Experience MUST BE BILUNGUAL IN ENGLISH AND SPANISH 1 year of experience in Contact Center or similar role.
• Some knowledge of medical terminology or healthcare operations desired.
• Excellent communications skills.
• Adept at computer software including office automation tools.
• Track record of outstanding customer service

Benefits

We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs:

• Health benefits
• Life insurance
• Long-term disability coverage
• Healthcare spending accounts
• Retirement plan
• Paid time off
• Pet Insurance
• Tuition reimbursement
• Employee assistance program
• Wellness program
• On-site housing for select positions and more!

Degree Requirements:

High School Diploma (Required)

Certification:

More than 4,000 people work at Mount Sinai Medical Center at more than a dozen locations throughout sunny South Florida, including our flagship, 672-bed hospital on Biscayne Bay at the gateway to Miami Beach. We’re the largest, independent, not-for-profit hospital in South Florida, and we’re the only hospital Healthgrades recognized for four years running as one of the top 5% in the nation. Clearly, clinical excellence is at our core.