Call Center Agent - REMOTE
Florida Medical Clinic Orlando Health · Land O' Lakes, FL · 1 mo ago
OTHRFull-time
We need to output HTML fragment with headings for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. Must not include Job ID etc. Remove boilerplate. Must preserve all substantive info.
Let's parse the posting:
- Job Title: Call Center Agent (not used as heading)
- Office Hours: Monday - Friday, 800 AM to 500 PM. (Schedule)
- Department: Call Center
- Onsite training for 8 weeks in Land O' Lakes, FL. (maybe part of About the role or Requirements)
- Position Summary: To deliver excellent patient centered service while providing information regarding services to patients, hospitals, staff and community health care providers in a high-volume call center environment. Perform intake triage, appointment scheduling and other patient requests based on provider protocols and Florida Medical Clinic policies and procedures.
- Why is Florida Medical Clinic Orlando Health your best place to work? (Benefits list)
- Education & Career Growth - Tuition reimbursement, Public Service Loan Forgiveness (PSLF), and leadership development programs.
- Health & Wellness - Comprehensive medical, dental, vision, free virtual visits, and well-being programs.
- Financial & Retirement - Up to 5% employer match on retirement contributions.
- Work-Life Balance - Four weeks of paid parental leave, PTO, and flexible leave options.
- Family & Pet Support - Fertility benefits, adoption assistance, backup care for children/elders/pets, and pet insurance.
- Essential Functions (list of duties)
- Answers assigned department/queue overflow calls, maintaining approved standards
- Answers phones and assists callers
- Follows tasking guidelines and provides accurate and complete information
- Addresses Web Appointment Requests as assigned
- Completes the end of day process
- Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state, and local standards.
- Maintains compliance with all Orlando Health policies and procedures.
- Performs all other duties as assigned.
- Other Related Functions (list)
- Performs other incidental and related duties as required and assigned
- Maintains an organized and clean work area
- Participates in maintenance of clinical supplies
- Education/Training: High School Diploma or equivalent required
- Licensure/Certification: None
- Experience: Two (2) years of related experience required. Relevant experience may include, clerical customer service, call center / high volume phones (200 calls or more daily), physician office, insurance billing, or other health care related Additional (1) year clinical experience (CMA, MA, CNA), or experience in a health care or hospitality-related industry working with a concierge-style or call center service model preferred A working knowledge of medical terminology preferred High level of general computer literacy required, may be demonstrated by successful experience with a variety of computer software packages and/or systems. Must have excellent interpersonal, customer service, and communication skills. Must be able to perform under stress when confronted with emergencies, critical, or unusual situations. Must be able to multi-task effectively, maintaining a high standard of patient focus while generalizing, evaluations, or decisions based on sensory or judgmental criteria.
- EEO statement etc (remove)
- Also "Orlando Health proudly embraces..." is EEO/boilerplate, remove.
We need sections: About the role (position summary maybe), Responsibilities (essential functions + other related functions), Requirements (education/training, licensure, experience), Qualifications (maybe skills?), Skills (maybe computer literacy, interpersonal, etc), Benefits (the list), Pay (none given, so omit), Schedule (office hours). Also maybe "Training" could be part of About the role or Requirements.
We must not create sections with filler like "not specified". So only include sections where we have content.
Let's decide:
- About the role: Could include Position Summary and maybe department, onsite training. That's substantive.
- Responsibilities: Essential Functions + Other Related Functions.
- Requirements: Education/Training, Licensure/Certification, Experience.
- Qualifications: maybe combine with Skills? But we can have Qualifications for things like "working knowledge of medical terminology preferred", "high level of general computer literacy required", "excellent interpersonal, customer service, and communication skills", "ability to perform under stress", "ability to multi-task". Those could be Skills. However Qualifications often includes experience/education; but we already have Requirements for education/experience. Qualifications could be for preferred qualifications (like clinical experience, medical terminology). But we can also put those under Skills. The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have both Qualifications and Skills if content exists.
We need to avoid duplication. Let's map:
- About the role: Position Summary, Department, Onsite training.
- Responsibilities: Essential Functions + Other Related Functions.
- Requirements: Education/Training (HS diploma), Licensure/Certification (None), Experience (2 years related, plus preferred 1 year clinical).
- Qualifications: Preferred qualifications: Additional (1) year clinical experience (CMA, MA, CNA), or experience in a health care or hospitality-related industry working with a concierge-style or call center service model preferred; Working knowledge of medical terminology preferred.
- Skills: High level of general computer literacy required; Must have excellent interpersonal, customer service, and communication skills; Must be able to perform under stress when confronted with emergencies, critical, or unusual situations; Must be able to multi-task effectively, maintaining a high standard of patient focus while generalizing, evaluations, or decisions based on sensory or judgmental criteria.
- Benefits: The list.
- Schedule: Office Hours Monday - Friday, 800 AM to 500 PM.
- Pay: Not provided, so omit.
Check for any other specifics: "Onsite training for 8 weeks in Land O' Lakes, FL." That's part of About the role.
Now ensure we don't include boilerplate like "Orlando Health proudly embraces..." etc.
We need to output only HTML fragment, no /. Use
for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. Must not include Job ID etc. Remove boilerplate. Must preserve all substantive info.
Let's parse the posting:
- Job Title: Call Center Agent (not used as heading)
- Office Hours: Monday - Friday, 800 AM to 500 PM. (Schedule)
- Department: Call Center
- Onsite training for 8 weeks in Land O' Lakes, FL. (maybe part of About the role or Requirements)
- Position Summary: To deliver excellent patient centered service while providing information regarding services to patients, hospitals, staff and community health care providers in a high-volume call center environment. Perform intake triage, appointment scheduling and other patient requests based on provider protocols and Florida Medical Clinic policies and procedures.
- Why is Florida Medical Clinic Orlando Health your best place to work? (Benefits list)
- Education & Career Growth - Tuition reimbursement, Public Service Loan Forgiveness (PSLF), and leadership development programs.
- Health & Wellness - Comprehensive medical, dental, vision, free virtual visits, and well-being programs.
- Financial & Retirement - Up to 5% employer match on retirement contributions.
- Work-Life Balance - Four weeks of paid parental leave, PTO, and flexible leave options.
- Family & Pet Support - Fertility benefits, adoption assistance, backup care for children/elders/pets, and pet insurance.
- Essential Functions (list of duties)
- Answers assigned department/queue overflow calls, maintaining approved standards
- Answers phones and assists callers
- Follows tasking guidelines and provides accurate and complete information
- Addresses Web Appointment Requests as assigned
- Completes the end of day process
- Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state, and local standards.
- Maintains compliance with all Orlando Health policies and procedures.
- Performs all other duties as assigned.
- Other Related Functions (list)
- Performs other incidental and related duties as required and assigned
- Maintains an organized and clean work area
- Participates in maintenance of clinical supplies
- Education/Training: High School Diploma or equivalent required
- Licensure/Certification: None
- Experience: Two (2) years of related experience required. Relevant experience may include, clerical customer service, call center / high volume phones (200 calls or more daily), physician office, insurance billing, or other health care related Additional (1) year clinical experience (CMA, MA, CNA), or experience in a health care or hospitality-related industry working with a concierge-style or call center service model preferred A working knowledge of medical terminology preferred High level of general computer literacy required, may be demonstrated by successful experience with a variety of computer software packages and/or systems. Must have excellent interpersonal, customer service, and communication skills. Must be able to perform under stress when confronted with emergencies, critical, or unusual situations. Must be able to multi-task effectively, maintaining a high standard of patient focus while generalizing, evaluations, or decisions based on sensory or judgmental criteria.
- EEO statement etc (remove)
- Also "Orlando Health proudly embraces..." is EEO/boilerplate, remove.
We need sections: About the role (position summary maybe), Responsibilities (essential functions + other related functions), Requirements (education/training, licensure, experience), Qualifications (maybe skills?), Skills (maybe computer literacy, interpersonal, etc), Benefits (the list), Pay (none given, so omit), Schedule (office hours). Also maybe "Training" could be part of About the role or Requirements.
We must not create sections with filler like "not specified". So only include sections where we have content.
Let's decide:
- About the role: Could include Position Summary and maybe department, onsite training. That's substantive.
- Responsibilities: Essential Functions + Other Related Functions.
- Requirements: Education/Training, Licensure/Certification, Experience.
- Qualifications: maybe combine with Skills? But we can have Qualifications for things like "working knowledge of medical terminology preferred", "high level of general computer literacy required", "excellent interpersonal, customer service, and communication skills", "ability to perform under stress", "ability to multi-task". Those could be Skills. However Qualifications often includes experience/education; but we already have Requirements for education/experience. Qualifications could be for preferred qualifications (like clinical experience, medical terminology). But we can also put those under Skills. The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we can have both Qualifications and Skills if content exists.
We need to avoid duplication. Let's map:
- About the role: Position Summary, Department, Onsite training.
- Responsibilities: Essential Functions + Other Related Functions.
- Requirements: Education/Training (HS diploma), Licensure/Certification (None), Experience (2 years related, plus preferred 1 year clinical).
- Qualifications: Preferred qualifications: Additional (1) year clinical experience (CMA, MA, CNA), or experience in a health care or hospitality-related industry working with a concierge-style or call center service model preferred; Working knowledge of medical terminology preferred.
- Skills: High level of general computer literacy required; Must have excellent interpersonal, customer service, and communication skills; Must be able to perform under stress when confronted with emergencies, critical, or unusual situations; Must be able to multi-task effectively, maintaining a high standard of patient focus while generalizing, evaluations, or decisions based on sensory or judgmental criteria.
- Benefits: The list.
- Schedule: Office Hours Monday - Friday, 800 AM to 500 PM.
- Pay: Not provided, so omit.
Check for any other specifics: "Onsite training for 8 weeks in Land O' Lakes, FL." That's part of About the role.
Now ensure we don't include boilerplate like "Orlando Health proudly embraces..." etc.
We need to output only HTML fragment, no /. Use for headings, - for lists,
for prose.
We need to preserve all substantive information. Let's extract each piece.
About the role:
- Position Summary: "To deliver excellent patient centered service while providing information regarding services to patients, hospitals, staff and community health care providers in a high-volume call center environment. Perform intake triage, appointment scheduling and other patient requests based on provider protocols and Florida Medical Clinic policies and procedures."
- Department: Call Center
- Onsite training for 8 weeks in Land O' Lakes, FL.
We could combine into a paragraph or multiple paragraphs. Probably one
containing all.
Responsibilities:
Essential Functions list:
- Answers assigned department/queue overflow calls, maintaining approved standards
- Answers phones and assists callers
- Follows tasking guidelines and provides accurate and complete information
- Addresses Web Appointment Requests as assigned
- Completes the end of day process
- Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state, and local standards.
- Maintains compliance with all Orlando Health policies and procedures.
- Performs all other duties as assigned.
Other Related Functions list:
- Performs other incidental and related duties as required and assigned
- Maintains an organized and clean work area
- Participates in maintenance of clinical supplies
We could combine both lists under Responsibilities as a single
with all items, or separate subheadings? The instruction says use - for any list of duties/requirements/benefits. So we can just make one list.
Requirements:
- Education/Training: High School Diploma or equivalent required.
- Licensure/Certification: None.
- Experience: Two (2) years of related experience required. Relevant experience may include, clerical customer service, call center / high volume phones (200 calls or more daily), physician office, insurance billing, or other health care related. Additional (1) year clinical experience (CMA, MA, CNA), or experience in a health care or hospitality-related industry working with a concierge-style or call center service model preferred.
We could split experience into required and preferred but it's okay.
Qualifications:
- Working knowledge of medical terminology preferred.
Maybe also "Additional (1) year clinical experience..." but that's already in Experience as preferred. Could move to Qualifications. But we already used that in Experience. To avoid duplication, we need to decide where to put each piece. The posting says: "Experience Two (2) years of related experience required. Relevant experience may include, clerical customer service, call center / high volume phones (200 calls or more daily), physician office, insurance billing, or other health care related Additional (1) year clinical experience (CMA, MA, CNA), or experience in a health care or hospitality-related industry working with a concierge-style or call center service model preferred A working knowledge of medical terminology preferred High level of general computer literacy required, may be demonstrated by successful experience with a variety of computer software packages and/or systems. Must have excellent interpersonal, customer service, and communication skills. Must be able to perform under stress when confronted with emergencies, critical, or unusual situations. Must be able to multi-task effectively, maintaining a high standard of patient focus while generalizing, evaluations, or decisions based on sensory or judgmental criteria."
Thus the block after Experience includes both preferred experience, medical terminology, computer literacy, interpersonal skills, stress handling, multitasking.
We need to split into Requirements, Qualifications, Skills as per headings.
Let's assign:
Requirements: Education/Training, Licensure/Certification, Required Experience (2 years related). (We could also include that the 2 years experience may include certain types but that's detail.)
Qualifications: Preferred qualifications: Additional 1 year clinical experience, experience in health care/hospitality with concierge-style or call center service model, Working knowledge of medical terminology preferred.
Skills: High level of general computer literacy required; Excellent interpersonal, customer service, and communication skills; Ability to perform under stress; Ability to multi-task effectively while maintaining patient focus.
We must not lose any detail. Let's capture each.
Now Benefits: list as given.
Schedule: Office Hours Monday - Friday, 800 AM to 500 PM.
Now produce HTML.
Structure:
About the role
...
Responsibilities
- ...
...
Requirements
- High School Diploma or equivalent required.
- Licensure/Certification: None.
- Two (2) years of related experience required; relevant experience may include clerical customer service, call center/high volume phones (200+ calls daily), physician office, insurance billing, or other health care related.
Qualifications
- Additional (1) year clinical experience (CMA, MA, CNA) preferred, or experience in a health care or hospitality-related industry working with a concierge-style or call center service model.
- Working knowledge of medical terminology preferred.
Skills
- High level of general computer literacy required (demonstrable via experience with various software packages/systems).
- Excellent interpersonal, customer service, and communication skills.
- Ability to perform under stress when confronted with emergencies, critical, or unusual situations.
- Ability to multi-task effectively while maintaining a high standard of patient focus while generalizing, evaluating, or making decisions based on sensory or judgmental criteria.
Benefits
- Education & Career Growth - Tuition reimbursement, Public Service Loan Forg
- for lists,
for prose. We need to preserve all substantive information. Let's extract each piece. About the role: - Position Summary: "To deliver excellent patient centered service while providing information regarding services to patients, hospitals, staff and community health care providers in a high-volume call center environment. Perform intake triage, appointment scheduling and other patient requests based on provider protocols and Florida Medical Clinic policies and procedures." - Department: Call Center - Onsite training for 8 weeks in Land O' Lakes, FL. We could combine into a paragraph or multiple paragraphs. Probably one
containing all. Responsibilities: Essential Functions list: - Answers assigned department/queue overflow calls, maintaining approved standards - Answers phones and assists callers - Follows tasking guidelines and provides accurate and complete information - Addresses Web Appointment Requests as assigned - Completes the end of day process - Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state, and local standards. - Maintains compliance with all Orlando Health policies and procedures. - Performs all other duties as assigned. Other Related Functions list: - Performs other incidental and related duties as required and assigned - Maintains an organized and clean work area - Participates in maintenance of clinical supplies We could combine both lists under Responsibilities as a single
- with all items, or separate subheadings? The instruction says use
- for any list of duties/requirements/benefits. So we can just make one list.
Requirements:
- Education/Training: High School Diploma or equivalent required.
- Licensure/Certification: None.
- Experience: Two (2) years of related experience required. Relevant experience may include, clerical customer service, call center / high volume phones (200 calls or more daily), physician office, insurance billing, or other health care related. Additional (1) year clinical experience (CMA, MA, CNA), or experience in a health care or hospitality-related industry working with a concierge-style or call center service model preferred.
We could split experience into required and preferred but it's okay.
Qualifications:
- Working knowledge of medical terminology preferred.
Maybe also "Additional (1) year clinical experience..." but that's already in Experience as preferred. Could move to Qualifications. But we already used that in Experience. To avoid duplication, we need to decide where to put each piece. The posting says: "Experience Two (2) years of related experience required. Relevant experience may include, clerical customer service, call center / high volume phones (200 calls or more daily), physician office, insurance billing, or other health care related Additional (1) year clinical experience (CMA, MA, CNA), or experience in a health care or hospitality-related industry working with a concierge-style or call center service model preferred A working knowledge of medical terminology preferred High level of general computer literacy required, may be demonstrated by successful experience with a variety of computer software packages and/or systems. Must have excellent interpersonal, customer service, and communication skills. Must be able to perform under stress when confronted with emergencies, critical, or unusual situations. Must be able to multi-task effectively, maintaining a high standard of patient focus while generalizing, evaluations, or decisions based on sensory or judgmental criteria."
Thus the block after Experience includes both preferred experience, medical terminology, computer literacy, interpersonal skills, stress handling, multitasking.
We need to split into Requirements, Qualifications, Skills as per headings.
Let's assign:
Requirements: Education/Training, Licensure/Certification, Required Experience (2 years related). (We could also include that the 2 years experience may include certain types but that's detail.)
Qualifications: Preferred qualifications: Additional 1 year clinical experience, experience in health care/hospitality with concierge-style or call center service model, Working knowledge of medical terminology preferred.
Skills: High level of general computer literacy required; Excellent interpersonal, customer service, and communication skills; Ability to perform under stress; Ability to multi-task effectively while maintaining patient focus.
We must not lose any detail. Let's capture each.
Now Benefits: list as given.
Schedule: Office Hours Monday - Friday, 800 AM to 500 PM.
Now produce HTML.
Structure:
About the role
...
Responsibilities
- ... ...
Requirements
- High School Diploma or equivalent required.
- Licensure/Certification: None.
- Two (2) years of related experience required; relevant experience may include clerical customer service, call center/high volume phones (200+ calls daily), physician office, insurance billing, or other health care related.
Qualifications
- Additional (1) year clinical experience (CMA, MA, CNA) preferred, or experience in a health care or hospitality-related industry working with a concierge-style or call center service model.
- Working knowledge of medical terminology preferred.
Skills
- High level of general computer literacy required (demonstrable via experience with various software packages/systems).
- Excellent interpersonal, customer service, and communication skills.
- Ability to perform under stress when confronted with emergencies, critical, or unusual situations.
- Ability to multi-task effectively while maintaining a high standard of patient focus while generalizing, evaluating, or making decisions based on sensory or judgmental criteria.
Benefits
- Education & Career Growth - Tuition reimbursement, Public Service Loan Forg
- for any list of duties/requirements/benefits. So we can just make one list.
Requirements:
- Education/Training: High School Diploma or equivalent required.
- Licensure/Certification: None.
- Experience: Two (2) years of related experience required. Relevant experience may include, clerical customer service, call center / high volume phones (200 calls or more daily), physician office, insurance billing, or other health care related. Additional (1) year clinical experience (CMA, MA, CNA), or experience in a health care or hospitality-related industry working with a concierge-style or call center service model preferred.
We could split experience into required and preferred but it's okay.
Qualifications:
- Working knowledge of medical terminology preferred.
Maybe also "Additional (1) year clinical experience..." but that's already in Experience as preferred. Could move to Qualifications. But we already used that in Experience. To avoid duplication, we need to decide where to put each piece. The posting says: "Experience Two (2) years of related experience required. Relevant experience may include, clerical customer service, call center / high volume phones (200 calls or more daily), physician office, insurance billing, or other health care related Additional (1) year clinical experience (CMA, MA, CNA), or experience in a health care or hospitality-related industry working with a concierge-style or call center service model preferred A working knowledge of medical terminology preferred High level of general computer literacy required, may be demonstrated by successful experience with a variety of computer software packages and/or systems. Must have excellent interpersonal, customer service, and communication skills. Must be able to perform under stress when confronted with emergencies, critical, or unusual situations. Must be able to multi-task effectively, maintaining a high standard of patient focus while generalizing, evaluations, or decisions based on sensory or judgmental criteria."
Thus the block after Experience includes both preferred experience, medical terminology, computer literacy, interpersonal skills, stress handling, multitasking.
We need to split into Requirements, Qualifications, Skills as per headings.
Let's assign:
Requirements: Education/Training, Licensure/Certification, Required Experience (2 years related). (We could also include that the 2 years experience may include certain types but that's detail.)
Qualifications: Preferred qualifications: Additional 1 year clinical experience, experience in health care/hospitality with concierge-style or call center service model, Working knowledge of medical terminology preferred.
Skills: High level of general computer literacy required; Excellent interpersonal, customer service, and communication skills; Ability to perform under stress; Ability to multi-task effectively while maintaining patient focus.
We must not lose any detail. Let's capture each.
Now Benefits: list as given.
Schedule: Office Hours Monday - Friday, 800 AM to 500 PM.
Now produce HTML.
Structure: