In Person Contact Center Rep

Date Posted: 2026-04-22 • Location: Naples Goodlette Office, United States

About Us

Since 1984, Florida Cancer Specialists & Research Institute (FCS) has built a national reputation for excellence. With over 250 physicians, 220 nurse practitioners and physician assistants, and nearly 100 locations in our network, FCS utilizes innovative clinical research, cutting-edge technologies, and advanced treatments to provide world-class cancer care. We are recognized by the American Society of Clinical Oncology (ASCO) with a national Clinical Trials Participation Award and offer patients access to more clinical trials than any private oncology practice in Florida. Our patients benefit from ground-breaking therapies in a community setting and may participate in national clinical research studies of drugs and treatment protocols. In the past five years, the majority of new cancer drugs approved for use in the U.S. were studied in clinical trials with FCS participation prior to approval. Through our partnership with Sarah Cannon, we are one of the largest clinical research organizations in the United States.

Why Join FCS

At Florida Cancer Specialists & Research Institute, we believe our people are our strength and we invest in them. Associates benefit from significant professional opportunities, career advancement, training, and competitive wages. We offer:

• Competitive salaries
• Comprehensive benefits packages
• Tuition reimbursement
• 401-K match
• Pet and legal insurance

About the Role

The Patient Contact Center fulfills FCS’s mission by providing world-class consumer care following our values and service standards. This role supports our practices by scheduling various appointments, including clinic services and internal/external radiology services, via incoming and outbound calls with a focus on customer service. You will provide operational support in delivering patient care in a call center environment and ensure compliance with all relevant standards.

Responsibilities

• Build relationships with patients, consumers, and co-workers in a virtual setting, typically via telephone or Microsoft Teams.
• Handle inbound and outbound calls for multiple clinics, assisting or routing calls to the appropriate practice or team.
• Communicate cordially and professionally with patients via phone.
• Meet daily, weekly, and monthly qualitative and quantitative performance metrics.
• Cross-train in Contact Center Supervisor/Manager team areas.
• Schedule patients for medical office, testing, and radiology appointments.
• Transfer callers to the appropriate department or location when necessary.
• Perform new patient registration, including inputting demographic and insurance information.
• Complete the new patient process and schedule accordingly.
• Work with online scheduling systems and EHR (Electronic Health Records).
• Follow federal, state laws, and company guidelines to ensure compliance with patient records.
• Verify patient data and insurance to ensure accurate billing.
• Address patient concerns or refer them to administration as appropriate.
• Fill patient cancellation slots efficiently to keep schedules booked for practitioners.
• Maintain company equipment according to guidelines and report concerns to leadership.
• Respond promptly to incoming calls, route calls, or take messages as appropriate.
• Maintain individual and departmental metrics and KPIs.
• Schedule appointments for multiple clinics and physicians as directed by clinic and provider guidelines.
• Provide preparation instructions for outside testing and explain processes to patients or family members.
• Collect patient payments based on standard operating procedures.
• Document and update EMR (Electronic Medical Records) with required information.
• Attend meetings and training sessions, reporting any changes or concerns to the supervisor.
• Establish and maintain effective work relationships with customers through professionalism and excellent interpersonal/communication skills.
• Comply with all federal, state, and local 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 the Disaster Recovery Plan.

Requirements

• High School Graduate or equivalent.
• Previous customer service experience.
• 1+ years of experience in healthcare preferred.
• Call center experience preferred.
• Proven ability to train and audit others.

Skills

• Proficient with computer programs: Email, PowerPoint, Excel, Word.
• Strong interpersonal skills, effectively communicating with all levels of management, staff, vendors, and patients.
• Excellent organizational skills with strong attention to detail and ability to multitask.
• Ability to handle sensitive and confidential data.
• Ability to work independently and in a team environment.
• Professional interactions with all levels of internal and external patients/customers.
• Excellent verbal and written communication skills.
• Knowledge of EHR (Electronic Health Records) preferred.

Benefits

• Competitive salaries
• Comprehensive benefits packages
• Tuition reimbursement
• 401-K match
• Pet insurance
• Legal insurance

Screenings

All offers of employment 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 and nicotine testing. Medical Marijuana cards are not recognized.