Call Center Agent - REMOTE - Land O' lakes, FL

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.

Essential Functions

• 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

• Maintains an organized and clean work area
• Participates in maintenance of clinical supplies

Education/Training

• A 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

Education/Training

• A High School Diploma or equivalent required

High Level of General Computer Literacy

• 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

• 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.