Patient Services Call Center Specialist

Automatic Data Processing, Inc.; Odessa (FL); On-site; USD 23,000 - 26,000; Full time

Job summary

The Call Center Specialist role at Automatic Data Processing, Inc. in Odessa, FL provides phone and online support to patients and referral sources seeking care.

You will schedule appointments, guide callers through preparation instructions, and maintain accurate records in a fast-paced environment. Responsibilities include verifying benefits, updating scheduling and referral systems, handling patient concerns, and ensuring compliant, timely communication with providers and families.

Qualifications

• High school diploma or equivalent is required.
• College, vocational/technical training, or certification is preferred.
• 1 year's previous experience in a call center environment and/or 1 year experience in a medical/dental office setting preferred.
• Knowledge of electronic health records software or equivalent preferred.
• Experience with eClinical Works is a plus.
• Bilingual in Spanish is preferred but not required.
• Knowledge of medical terminology is preferred.

Responsibilities

• Answer incoming calls promptly and professionally, and provide callers with information regarding appointments, including preparation instructions and cancellations.
• Interview patients/families/referral sources to obtain demographic, financial, and medical information and schedule or pre-register them for appointments.
• Prioritize appointments based on guidelines and training and work with departments to ensure appropriate level of care.
• Handle incoming patient/family complaint calls and collaborate with offices to provide service recovery.
• Verify third-party payer information via the web or telephone, checking if benefits are active or inactive.
• Update scheduling system with patients' financial responsibility estimates based on their insurance benefits and contracts.
• Update the referral system with appropriate details for Marketing monitoring and reporting.
• Ensure appointments are made with the most appropriate provider based on patient and source preferences.
• Participate in the development and maintenance of scheduling policies and procedures.
• Maintain proper and accurate documentation of all activities.
• Other job responsibilities as needed by Call Center Supervisor

Skills

Verbal communication

Written communication

Data entry

Multitasking

Spanish (optional)

Education

High school diploma or equivalent

College or vocational training preferred

Tools

eClinical Works

Job description

The Call Center Specialist role at Automatic Data Processing, Inc. in Odessa, FL provides phone and online support to patients and referral sources seeking care.

You will schedule appointments, guide callers through preparation instructions, and maintain accurate records in a fast-paced environment. Responsibilities include verifying benefits, updating scheduling and referral systems, handling patient concerns, and ensuring compliant, timely communication with providers and families.