Call Center Representative

About the role

Family Health Centers of Southwest Florida, Inc. is seeking a dedicated Call Center and Customer Service professional, particularly those bilingual in English and Spanish. This role involves managing incoming calls, scheduling, and directing callers to the appropriate departments. Positions offer regular schedules (Monday-Friday, 8am - 5pm) and pay well above market rates.

Responsibilities

• Answer all incoming calls in a call center setting with strong telephone etiquette and listening skills.
• Provide excellent customer service, ensuring callers' needs are accurately addressed.
• Direct calls appropriately and document interactions in call and registration systems.
• Answer questions using proper protocol and provide accurate information to callers.
• Schedule patient visits and register new patients, guiding them through the registration process.
• Handle a variety of patient inquiries and use appropriate resources to provide accurate responses.
• Write succinct and accurate notes in patients’ electronic health records.
• Ensure all communications with patients/guardians are conducted in a mature, calm, sensitive, and respectful manner.
• Use patient registration systems to update insurance information and procedure entries.
• Utilize electronic health record systems to enter, retrieve, and document patient information and communications.
• Maintain Protected Health Information in accordance with HIPAA guidelines.
• Work effectively in a large team environment and fast-paced setting, prioritizing tasks with attention to detail and flexibility.
• Perform any additional duties as assigned.

Requirements

• High School diploma, GED, or equivalent training and experience.
• Previous Call Center Experience, preferably in Healthcare.
• Experience in a medical or dental setting is a plus.
• Prior experience with Electronic Health Records is a plus.

Skills

• Excellent customer service skills.
• Strong attention to detail and ability to manage multiple tasks simultaneously.
• Strong organizational skills and ability to prioritize in a fast-paced environment.
• Computer literacy with good typing skills (35 WPM) and high accuracy.
• Effective communication with superiors and peers.

Special Requirements

• Reliable transportation and willingness to travel locally when required.
• Bilingual in English/Spanish preferred.

Schedule

Monday-Friday, 8am - 5pm.