Call Center Specialist

• High school diploma required.

• Call center experience required; one year of experience in a medical, hospital, or business setting preferred.

• Ability to work effectively with minimal supervision while understanding the importance of teamwork.

• Excellent verbal and written communication skills.

• Strong problem-solving and follow-up abilities.

• Exceptional interpersonal and customer service skills.

• Understanding of basic medical terminology.

• Proficient with software applications and general computer knowledge.

• Ability to handle multiple tasks in a fast-paced environment and manage stressful situations.

• Uses good judgment and demonstrates a sense of appropriateness.

• Bilingual preferred.

Remote Work Requirements

• High-speed internet access.

• Dedicated, secure, and safe workspace.

• Noise-free environment for taking patient calls.

• In the event of an internet outage, work will be completed on-site at one of the Heart of Florida Health Center locations.

• Occasional travel to on-site meetings/trainings is required.
  

• Manage large amounts of inbound calls in a timely manner.

• Frequently attend pre-scheduled meetings or mandatory training to improve training and performance.

• Meet team qualitative and quantitative targets.

• Answer the telephone promptly and in a polite and professional manner, following call center scripts.

• Schedule appointments for patients following scheduling rules, reviewing appointment date, time, location, and provider name with the caller.

• Obtain and enter accurate demographic and appointment information into the electronic health record.

• Identify customers’ needs, clarify information, and utilize reliable resources to provide answers and solutions.

• Demonstrate strong telephone and verbal communication skills, utilizing active listening to meet patients’ needs.

• Remind callers of all policies and procedures related to their appointments such as: cancellation/no-show policy, grace period for refill requests and documents to bring if applicable (insurance card, medications, copay, and income verification).

• Remind the caller to arrive 15 to 30 minutes before the scheduled appointment to complete the paperwork.

• Function efficiently in the "call center" environment; effectively multi-tasking, accurately handling all calls, and managing time.

• Demonstrate excellence in customer service.

• Direct calls to other departments as needed.

• Exercise sound judgment in handling calls, especially with dissatisfied patients.

• Recognize the need to escalate calls to the manager, nurse, or provider as necessary.

• Make calls to reschedule appointments when necessary.

• Maintain confidentiality regarding sensitive information.

• Perform other duties as assigned.

• Frequently sitting at a desk for office work.

• Occasional driving of automobiles for outside meetings or trainings.

• Continuous use of corrected vision, depth perception, wide field of vision, and color. Also, the job will demand continuous use of auditory senses.

• Duties require attention to detail, alertness, problem-solving, tolerance to stress, and exercising sound judgement.

• This employee may frequently lift and/or move items over 30 pounds.

• Must be able to lift, carry and handle equipment, supplies, and other work site materials according to position requirements.