Contact Center Representative

The Patient Contact Center fulfills FCS’s mission by providing world class consumer care by following its values and service standards. The department supports practices with scheduling various appointments, from clinic services to internal and external radiology services.

Primary Tasks And Responsibilities

• 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.
• Maintains compliance standards and provides a quality consumer experience by meeting consumers' needs.
• Schedules patients for medical office/testing/radiology visit appointments.
• Transfers callers to appropriate departments/locations when necessary.
• Completes new patient processes and schedules accordingly.
• Works with online scheduling systems and Electronic Health Records (EHR).
• Verifies patient data and insurance to ensure accuracy for billings.
• Handles patient concerns or refers them to administration.
• Fills patient cancellation slots efficiently to keep schedules booked for practitioners.
• Maintains company equipment according to guidelines and reports concerns to immediate leaders.
• Responds promptly to incoming calls and routes calls or takes messages as needed.
• Schedules appointments for multiple clinics and physicians as directed by clinic and provider guidelines.
• If outside testing requires preparation, gives the patient the preparation and explains the process to the patient/family member.
• Collects patient payments based on standard operating procedures.
• Documents and updates EHR with required information based on standard operating procedures.
• Attends meetings and training sessions and reports any changes or concerns to the supervisor.
• Establishes and maintains effective work relationships with new and existing customers through professionalism and excellent interpersonal/communication skills.
• Complies with all Federal, State laws and regulations pertaining to patient care, patients' rights, safety, billing, human resources, and collections.
• Adheres to all Company and departmental policies and procedures, including IT policies and procedures and Disaster Recovery Plan.

Education/Certifications & Licenses

• High School Graduate or Equivalent
• Previous customer service experience
• Experience in the Health Care field preferred
• Call center experience preferred
• Proven ability to train and audit others

Core Competencies, Knowledge/Skills/Abilities

• 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
• Able to deal with data that is of a sensitive and confidential nature
• Able 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

Values

• Patient First – Keeping the patient at the center of everything we do
• Accountability – Taking responsibility for our actions
• Commitment & Care – Upholding FCS vision through every action
• Team – Working together, one team, one mission

Expectations for all Employees

• Regularly conduct themselves in a professional and respectful manner
• Comply with all labor laws, workplace policies, and workplace practices

SCREENINGS

• Background, drug, and nicotine screens

EEOC

• Florida Cancer Specialists & Research Institute (FCS) is committed to helping individuals with disabilities participate in the workforce and ensure equal opportunity to compete for jobs.
• All offers of employment at FCS are contingent upon clear results of a thorough background screening.
• As a condition of employment, FCS requires all new hires to receive various vaccinations, including the influenza vaccine, barring an approved exemption.
• FCS is a drug-free workplace, and all new hires will be subject to drug/nicotine testing.
• Medical Marijuana cards are not recognized.

EEO/Affirmative Action Employer

• FCS is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.