Call center specialist
Florida Cancer Specialists & Research Institute · Naples, FL · 1 mo ago
OTHRFull-time
We need to output HTML fragment with sections only if real content. Remove boilerplate. Need to extract relevant info: About FCS, Why join FCS, Summary, Primary Tasks and Responsibilities, Education/Certifications & Licenses, Experience, Core Competencies, Knowledge/Skills/Abilities, Knowledge And Skills Preferred, Values, Expectations for all Employees, Screenings, EEOC maybe? But we should remove EEO/equal-opportunity boilerplate. The instruction: Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. So we should drop EEOC paragraph. Also drop "Click HERE to access the Florida Agency for Healthcare Administration" maybe legal. Also drop "Date Posted", "Country", "Location". Also drop "WHY JOIN FCS" maybe we can keep as section "About the role"? Actually headings allowed: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to map content to these headings. The posting includes: Why join FCS (benefits), A little bit about FCS (company overview), Summary (role description), Primary Tasks And Responsibilities (duties), Education/Certifications & Licenses (requirements), Experience (requirements), Core Competencies, Knowledge/Skills/Abilities (skills), Knowledge And Skills Preferred (preferred skills), Values (maybe not needed), Expectations for all Employees (maybe generic), Screenings (maybe not needed). We should only include sections when there is real specific content. Benefits: they mention competitive salaries, comprehensive benefits packages including tuition reimbursement, 401-K match, pet and legal insurance. So we can have Benefits section. Pay: they mention competitive salaries but not specific numbers; "competitive wages" is vague but still mention. The rule: never emit a heading followed by filler/placeholder text (e.g., "commensurate with experience", "not specified", "N/A", "varies", "TBD") and never create Pay/Schedule/Benefits sections unless the posting actually states them. They state "competitive salaries" and "competitive wages". That's not a specific number but it's stating they offer competitive salaries. Is that considered filler? It's not a specific number but it's a statement. The rule says avoid filler like "commensurate with experience". "competitive salaries" is somewhat generic but still a statement. I'd include Benefits and maybe Pay if we have something like "competitive wages". However they also say "Offering competitive salaries and comprehensive benefits packages". So we could combine Pay and Benefits? But we need separate headings if content exists. Pay: we have mention of competitive salaries (no specifics). Might be considered not specific enough; but it's still stating they offer competitive salaries. I'd include Pay section with that sentence. Schedule: no mention of schedule (like full-time, part-time, shift). Not present, so omit Schedule.
Now we need to use for section headings. Use
for section headings. Use - for any list of duties/requirements/benefits, and
for prose.
We need to preserve all substantive information, not invent or summarize away detail. So we need to include all details from the posting, but we can format as lists.
We need to avoid duplication. Let's extract sections:
- About the role? Could be Summary. We'll use
About the role
with paragraph summarizing the role: The Patient Contact Center fulfills FCS’s mission by providing world class consumer care... etc. That's from Summary.
- Responsibilities: Primary Tasks And Responsibilities (list). We'll make Responsibilities
with - each duty.
- Requirements: Education/Certifications & Licenses, Experience (1+ years healthcare preferred, call center experience preferred, proven ability to train and audit others). Also maybe High School Graduate or Equivalent, Previous customer service experience. We'll combine into Requirements.
- Qualifications? Could be same as Requirements? But we have Core Competencies, Knowledge/Skills/Abilities (skills). That could be Skills section. Qualifications maybe education/experience. We'll follow allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We need to decide what goes where. Let's map:
- About the role: Summary paragraph.
- Responsibilities: list of duties.
- Requirements: Education/Certifications & Licenses + Experience (minimum). Could also include "High School Graduate or Equivalent", "Previous customer service experience". We'll put those.
- Qualifications: maybe "Proven ability to train and audit others" etc? Or we could put "Core Competencies, Knowledge/Skills/Abilities" under Skills. Qualifications could be "Experience 1+ years’ experience in the Health Care preferred. Call center experience preferred." But that's similar to Requirements. To avoid duplication, we can treat Requirements as education/experience, Qualifications as preferred qualifications (like call center experience, ability to train). But we need to follow instruction: Prefer a few substantive sections over many thin ones. So maybe combine into Requirements and Skills only. But we have to use allowed headings; we can omit some if no content. The instruction: "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It's examples, not mandatory to include all. So we can include only those we have content for.
Thus we can have:
- About the role (Summary)
- Responsibilities (Primary Tasks)
- Requirements (Education/Certifications & Licenses + Experience)
- Skills (Core Competencies, Knowledge/Skills/Abilities + Knowledge And Skills Preferred)
- Benefits (competitive salaries, comprehensive benefits packages)
- Pay (competitive salaries) maybe redundant with Benefits; but we can combine? Actually Benefits already includes benefits; Pay could be separate mention of competitive wages. Might be duplication. Could omit Pay and just include Benefits with mention of competitive salaries. But the rule: never create Pay/Schedule/Benefits sections unless posting actually states them. It states competitive salaries and benefits. So we could have Benefits section that includes both salary and benefits. Pay section maybe not needed. Let's include only Benefits.
Thus sections: About the role, Responsibilities, Requirements, Skills, Benefits.
Now we need to extract content precisely.
Let's pull the Summary paragraph:
"Summary The Patient Contact Center fulfills FCS’s mission by providing world class consumer care by following it values and service standards. The Patient Contact Center department will support the practices with scheduling all various appointments, from clinic services, internal and external radiology services etc. Schedule patients via incoming and outbound calls with a focus on customer service under a contact center manager team as assigned. Provides operational support in delivery of patient care in a call setting environment. Responsible for meeting and exceeding standard consumer care metrics such as answering phones in a timely and professional manner, scheduling appointments efficiently and accurately, obtain and input insurance information, maintaining compliance standards and provide a quality consumer experience by meeting consumers’ needs."
We'll keep as paragraph.
Now Responsibilities list: need to extract each bullet from "Primary Tasks And Responsibilities". Let's list them:
- Builds relationships with patients, consumers and co-workers in a virtual setting, typically via the telephone or Microsoft Teams.
- Handles inbound and outbound calls for multiple clinics from various entities to assist and or route to the appropriate assigned practices/team breakdown.
- Communicates in a cordial, professional manner with patients via phone.
- Meets daily, weekly and monthly qualitative and quantitative performance metrics.
- Cross trained in Contact Center Supervisor/Manager Team area(s).
- Schedules patients for medical office/testing/radiology visit appointments.
- Transfers 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.
- Respond timely to incoming calls and route calls or take message as appropriate.
- Maintain individual and departmental metrics and KPI’s.
- Schedule appointments for multiple clinics and physicians as directed by clinic and provider guidelines.
- If outside testing requires preparation, give the patient the preparation and explain process to patient/family member.
- Collect patient payments based on standard operating procedure.
- Document/update EMR with required information based on standard operating procedure.
- attend meetings and training sessions and report any changes or concerns to the supervisor.
- Must establish and maintain effective work relationships with new and existing customers through a high degree of professionalism and excellent interpersonal/communication skills.
- Comply with all Federal, State laws and regulations pertaining to patient care, patients’ rights, safety, billing, human resources and collections.
- Adhere to all Company and departmental policies and procedures, including IT policies and procedures and Disaster Recovery Plan.
We need to keep as list items.
Now Requirements: Education/Certifications & Licenses + Experience.
Education/Certifications & Licenses: "High School Graduate or EquivalentPrevious customer service experience." Actually the text: "Education/Certifications & Licenses High School Graduate or EquivalentPrevious customer service experience." It seems missing space. We'll parse: High School Graduate or Equivalent, Previous customer service experience.
Experience: "Experience 1+ years’ experience in the Health Care preferred.Call center experience preferred.Proven ability to train and audit others."
Thus Requirements: High School Graduate or Equivalent; Previous customer service experience; 1+ years’ experience in Health Care preferred; Call center experience preferred; Proven ability to train and audit others.
Now Skills: Core Competencies, Knowledge/Skills/Abilities list plus Knowledge And Skills Preferred.
Core Competencies list:
- 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.Any combination of education, training or experience that provides the knowledge, skills and abilities required to successfully accomplish the assigned duties and responsibilities of the position."
We'll include as list items.
Now Benefits: "Offering competitive salaries and comprehensive benefits packages to include tuition reimbursement, 401-K match, pet and legal insurance." Also earlier: "In addition to having a positive impact on the people and communities we serve, associates benefit from significant professional opportunities, career advancement, training and competitive wages." So benefits include: competitive wages, professional opportunities, career advancement, training, competitive salaries, tuition reimbursement, 401-K match, pet and legal insurance. We'll list them.
Now we need to ensure we don't include boilerplate like "WHY JOIN FCS" etc. We'll incorporate that content into Benefits and About the role maybe.
Now produce HTML fragment:
About the role
...summary...
Responsibilities
- ...
...
Requirements
- High School Graduate or Equivalent
- Previous customer service experience
- 1+ years’ experience in Health Care preferred
- Call center experience preferred
- Proven ability to train and audit others
Skills
- Proficient with computer programs: Email, PowerPoint, Excel, Word
- Demonstrates interpersonal skills by effectively communicating
for prose. We need to preserve all substantive information, not invent or summarize away detail. So we need to include all details from the posting, but we can format as lists. We need to avoid duplication. Let's extract sections: - About the role? Could be Summary. We'll use
About the role
with paragraph summarizing the role: The Patient Contact Center fulfills FCS’s mission by providing world class consumer care... etc. That's from Summary. - Responsibilities: Primary Tasks And Responsibilities (list). We'll makeResponsibilities
with- each duty.
- Requirements: Education/Certifications & Licenses, Experience (1+ years healthcare preferred, call center experience preferred, proven ability to train and audit others). Also maybe High School Graduate or Equivalent, Previous customer service experience. We'll combine into Requirements.
- Qualifications? Could be same as Requirements? But we have Core Competencies, Knowledge/Skills/Abilities (skills). That could be Skills section. Qualifications maybe education/experience. We'll follow allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule.
We need to decide what goes where. Let's map:
- About the role: Summary paragraph.
- Responsibilities: list of duties.
- Requirements: Education/Certifications & Licenses + Experience (minimum). Could also include "High School Graduate or Equivalent", "Previous customer service experience". We'll put those.
- Qualifications: maybe "Proven ability to train and audit others" etc? Or we could put "Core Competencies, Knowledge/Skills/Abilities" under Skills. Qualifications could be "Experience 1+ years’ experience in the Health Care preferred. Call center experience preferred." But that's similar to Requirements. To avoid duplication, we can treat Requirements as education/experience, Qualifications as preferred qualifications (like call center experience, ability to train). But we need to follow instruction: Prefer a few substantive sections over many thin ones. So maybe combine into Requirements and Skills only. But we have to use allowed headings; we can omit some if no content. The instruction: "Use
for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It's examples, not mandatory to include all. So we can include only those we have content for. Thus we can have: - About the role (Summary) - Responsibilities (Primary Tasks) - Requirements (Education/Certifications & Licenses + Experience) - Skills (Core Competencies, Knowledge/Skills/Abilities + Knowledge And Skills Preferred) - Benefits (competitive salaries, comprehensive benefits packages) - Pay (competitive salaries) maybe redundant with Benefits; but we can combine? Actually Benefits already includes benefits; Pay could be separate mention of competitive wages. Might be duplication. Could omit Pay and just include Benefits with mention of competitive salaries. But the rule: never create Pay/Schedule/Benefits sections unless posting actually states them. It states competitive salaries and benefits. So we could have Benefits section that includes both salary and benefits. Pay section maybe not needed. Let's include only Benefits. Thus sections: About the role, Responsibilities, Requirements, Skills, Benefits. Now we need to extract content precisely. Let's pull the Summary paragraph: "Summary The Patient Contact Center fulfills FCS’s mission by providing world class consumer care by following it values and service standards. The Patient Contact Center department will support the practices with scheduling all various appointments, from clinic services, internal and external radiology services etc. Schedule patients via incoming and outbound calls with a focus on customer service under a contact center manager team as assigned. Provides operational support in delivery of patient care in a call setting environment. Responsible for meeting and exceeding standard consumer care metrics such as answering phones in a timely and professional manner, scheduling appointments efficiently and accurately, obtain and input insurance information, maintaining compliance standards and provide a quality consumer experience by meeting consumers’ needs." We'll keep as paragraph. Now Responsibilities list: need to extract each bullet from "Primary Tasks And Responsibilities". Let's list them: - Builds relationships with patients, consumers and co-workers in a virtual setting, typically via the telephone or Microsoft Teams. - Handles inbound and outbound calls for multiple clinics from various entities to assist and or route to the appropriate assigned practices/team breakdown. - Communicates in a cordial, professional manner with patients via phone. - Meets daily, weekly and monthly qualitative and quantitative performance metrics. - Cross trained in Contact Center Supervisor/Manager Team area(s). - Schedules patients for medical office/testing/radiology visit appointments. - Transfers 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. - Respond timely to incoming calls and route calls or take message as appropriate. - Maintain individual and departmental metrics and KPI’s. - Schedule appointments for multiple clinics and physicians as directed by clinic and provider guidelines. - If outside testing requires preparation, give the patient the preparation and explain process to patient/family member. - Collect patient payments based on standard operating procedure. - Document/update EMR with required information based on standard operating procedure. - attend meetings and training sessions and report any changes or concerns to the supervisor. - Must establish and maintain effective work relationships with new and existing customers through a high degree of professionalism and excellent interpersonal/communication skills. - Comply with all Federal, State laws and regulations pertaining to patient care, patients’ rights, safety, billing, human resources and collections. - Adhere to all Company and departmental policies and procedures, including IT policies and procedures and Disaster Recovery Plan. We need to keep as list items. Now Requirements: Education/Certifications & Licenses + Experience. Education/Certifications & Licenses: "High School Graduate or EquivalentPrevious customer service experience." Actually the text: "Education/Certifications & Licenses High School Graduate or EquivalentPrevious customer service experience." It seems missing space. We'll parse: High School Graduate or Equivalent, Previous customer service experience. Experience: "Experience 1+ years’ experience in the Health Care preferred.Call center experience preferred.Proven ability to train and audit others." Thus Requirements: High School Graduate or Equivalent; Previous customer service experience; 1+ years’ experience in Health Care preferred; Call center experience preferred; Proven ability to train and audit others. Now Skills: Core Competencies, Knowledge/Skills/Abilities list plus Knowledge And Skills Preferred. Core Competencies list: - 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.Any combination of education, training or experience that provides the knowledge, skills and abilities required to successfully accomplish the assigned duties and responsibilities of the position." We'll include as list items. Now Benefits: "Offering competitive salaries and comprehensive benefits packages to include tuition reimbursement, 401-K match, pet and legal insurance." Also earlier: "In addition to having a positive impact on the people and communities we serve, associates benefit from significant professional opportunities, career advancement, training and competitive wages." So benefits include: competitive wages, professional opportunities, career advancement, training, competitive salaries, tuition reimbursement, 401-K match, pet and legal insurance. We'll list them. Now we need to ensure we don't include boilerplate like "WHY JOIN FCS" etc. We'll incorporate that content into Benefits and About the role maybe. Now produce HTML fragment:
About the role
...summary...
Responsibilities
- ... ...
Requirements
- High School Graduate or Equivalent
- Previous customer service experience
- 1+ years’ experience in Health Care preferred
- Call center experience preferred
- Proven ability to train and audit others
Skills
- Proficient with computer programs: Email, PowerPoint, Excel, Word
- Demonstrates interpersonal skills by effectively communicating