Center Representative

About the role

Family Health Centers of Southwest Florida, Inc. has an immediate opening for a dedicated Call Center and Customer Service professional, especially those bilingual in English and Spanish. The Call Center Representative will be responsible for answering all incoming calls to Family Health Centers of Southwest Florida (FHC) Call Center and manage the calls through scheduling or directing callers to appropriate department.

Responsibilities

• Answer all incoming calls in a call center setting.
• Apply telephone etiquette, including strong listening skills.
• Provide excellent customer/client service.
• Demonstrate strong communication skills: verbal, written, and listening.
• Listen carefully to patient needs and ensure the caller is accurately addressed.
• Direct calls appropriately and accurately document the call to a call system and registration systems.
• Answer questions using proper protocol and provide information to the caller.
• Ensure calls are forwarded appropriately.
• Schedule patient visits; register new patients to FHCSWF; provide direction regarding the new patient registration process.
• Handle a variety of incoming patient inquiries or requests and use appropriate resources to complete accurate responses.
• Write succinct and accurate notes in the patients’ electronic health record.
• Assure all communications and transactions with patients/guardians are conducted in a mature, calm, sensitive, and respectful manner.
• Be proficient in use of a patient registration system, including updates to insurances and procedure entry.
• Utilize electronic health record system to enter, retrieve, and document patient information, notes, and tasks to record patient communications.
• Understand and maintain Protected Health Information in accordance with HIPAA guidelines.
• Demonstrate ability to work in a large team environment.
• Work in a fast‑paced environment, prioritize, maintain high attention to detail, organization, and flexibility.
• Perform any and all other duties assigned.

Requirements

• Excellent customer service skills.
• Demonstrated attention to detail.
• Ability to manage multiple tasks simultaneously – strong organizational skills.
• Computer literate, with good typing skills (35 WPM) and high level of accuracy.
• Proven experience working in a fast‑paced environment while maintaining accuracy.
• Ability to work and communicate effectively with superiors and peers.
• High School diploma, GED, or equivalent training and experience.
• Previous Call Center Experience, preferably in Healthcare.
• Experience in a medical or dental setting a plus.
• Prior experience with Electronic Health Records a plus.
• Reliable transportation and willingness to travel locally when required.
• Bilingual English/Spanish preferred.

Pay

Positions pay well above the market rate that other companies may be offering.

Schedule

Regular schedule: Monday‑Friday, 8 am – 5 pm.