Contact Center Representative

7 days ago

Delray Beach, Florida, United States Florida Cancer Specialists Full time
Job Title: Contact Center Representative

At Florida Cancer Specialists, we are committed to delivering exceptional patient care and service. As a Contact Center Representative, you will play a vital role in supporting our mission by providing world-class consumer care.

Key Responsibilities:
  • Build relationships with patients, consumers, and co-workers in a virtual setting, typically via the telephone or Microsoft Teams.
  • Handle inbound and outbound calls for multiple clinics from various entities to assist and/or route to the appropriate assigned practices/team breakdown.
  • Communicate in a cordial, professional manner with patients via phone.
  • Meet daily, weekly, and monthly qualitative and quantitative performance metrics.
  • Cross-trained in Contact Center Supervisor/Manager Team area(s).
  • Schedule patients for medical office/testing/radiology visit appointments.
  • Transfer callers to appropriate department/location when necessary.
  • New patient registration (inputting demographic information, insurance information, etc.).
  • Complete new patient process and schedule accordingly.
  • Works with online scheduling system and EHR.
  • Follows federal, state laws, and company guidelines to be compliant with patient records.
  • Verifies patient data and insurance to ensure it is updated for accurate billings.
  • Handles patient concerns or refers to administration appropriately.
  • Fills patient cancellation slots efficiently in keeping schedules booked for the practitioners.
  • Maintains company equipment according to company guidelines and reports equipment concerns to immediate leader.
  • Responds timely to incoming calls and routes calls or takes message as appropriate.
  • Maintains individual and departmental metrics and KPI's.
  • Schedules appointments for multiple clinics and physicians as directed by clinic and provider guidelines.
  • If outside testing requires preparation, gives the patient the preparation and explains process to patient/family member.
  • Collects patient payments based on standard operating procedure.
  • Documents/updates EMR with required information based on standard operating procedure.
  • Attends meetings and training sessions and reports any changes or concerns to the supervisor.
Requirements:
  • High School Graduate or Equivalent
  • Previous customer service experience
  • 1 year's experience in the Healthcare field
  • Call center experience preferred
  • Proven ability to train and audit others
Core Competencies, Knowledge/Skills/Abilities:
  • Proficient with computer programs: Email, PowerPoint, Excel, Word
  • Demonstrates interpersonal skills by effectively communicating with all levels of management, staff, and outside vendors and patients
  • Strong emphasis on organizational skills and strong attention to detail and ability and willingness to multi-task
  • Ability to deal with data that is of a sensitive and confidential nature
  • Ability to work independently and in a team environment
  • Displays professional interactions with all levels of internal and external patients'/customers as demonstrated by work history and interview process
  • Excellent verbal and written communication skills
Knowledge and Skills Preferred:
  • Knowledge of EHR
Values:
  • Patient First - Keeping the patient at the center of everything we do
  • Accountability - Taking responsibility for our actions
  • Commitment & Care - Upholding FCS vision through every action
  • Team - Working together, one team, one mission

Florida Cancer Specialists is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability, or any other legally protected status.

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