Call Center Agent Bilingual Preferred

2 weeks ago

Ocala, United States Heart of Florida Health Center Full time

**Job Summary**
Under general supervision and according to established policies and procedures, the Call Center Agent is responsible for accurately and efficiently answering and completing calls received from patients, their caregivers, relatives, and other healthcare team members while providing the highest level of customer service. This involves scheduling patient appointments based on the policies and procedures of the organization and the patient’s needs. Excellent customer service skills coupled with enthusiasm and compassion are required.

**Qualifications and Requirements**
- High school Diploma with one year of experience in medical/hospital/business setting preferred.
- Ability to work effectively with mínimal supervision while understanding the role as a part of a team.
- Must have excellent verbal and written communication skills.
- Must have excellent problem-solving and follow-up skills.
- Must have excellent interpersonal and customer service skills.
- Understanding of basic medical terminology.
- Ability to handle multiple tasks in a fast-paced environment and control stressful situations.
- Uses good judgment and demonstrates a sense of appropriateness.
- As a remote employee, you must provide the following to execute this position:

- High-speed internet access
- Dedicated, secure, and safe workspace.
- Noise-free environment to take patient calls.

**Essential Functions**
- Manage large amounts of inbound and outbound 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.

**Physical Requirements**
- Frequent sitting at a desk for office work.
- Occasional driving of automobiles for outside appointments and meetings.
- Continuous use of corrected vision, depth perception, wide field of vision, and color. Also, the job will demand continuous use of olfactory, auditory, and tactile senses.
- This position is very active and requires standing, walking, bending, kneeling, and stooping all day.
- Duties require attention to detail, alertness, problem-solving, tolerance to stress, and exercising sound judgment.
- This employee must 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.

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance

Schedule:

- 8 hour shift
- Day shift
- Monday to Friday

**Experience**:

- Call center: 1 year (preferred)
- Customer service: 1 year (preferred)

Work Location: Hybrid remote in Ocala, FL 34470

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