Call Center Representative

Position Title

CALL CENTER REPRESENTATIVE

NON-EXEMPT

The Call Center Representative serves as a key point of contact for patients at Suncoast Community Health Centers. This position manages a high volume of inbound and outbound calls, digital inquiries, appointment scheduling across multiple departments, and message routing. The representative ensures accurate documentation, supports clinic operations, and maintains compliance with HIPAA regulations. Success in this role requires strong communication skills, attention to detail, and the ability to thrive in a fast-paced, patient-centered environment.

• Respond to patient inquiries via phone and digital platforms with professionalism and accuracy.
• Resolve issues effectively and ensure a positive experience with each interaction.
• Schedule appointments across all departments and accurately document patient messages in the appropriate systems.
• Prioritize message urgency and route calls or requests to the appropriate department or staff member.
• Resolve routine and complex patient concerns independently when appropriate, escalating issues as needed.
• Maintain accurate and up-to-date patient records in the electronic health record (EHR) system.
• Ensure full compliance with HIPAA regulations when handling patient information.
• Follow all training protocols and operational guidelines to deliver consistent, high-quality service.
• Participate in team meetings, training sessions, and performance reevaluations.
• Support department and clinic operations by performing additional tasks as needed to enhance patient care.
• Provide feedback to supervisors on customer concerns, recurring issues, or process bottlenecks for improvement.

• Excellent verbal and written communication skills to support accurate and efficient documentation.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Exhibit strong organizational and time management abilities, with a focus on meeting deadlines and managing multiple tasks efficiently.
• Thrive in a fast-paced, high-volume, and occasionally stressful environment while maintaining professionalism and empathy.
• Operate standard office equipment and maintain proficiency in Microsoft Office, Electronic Medical Records (EMR), and other relevant software platforms.

• A high school diploma or equivalent is required.
• Two years of experience is preferred.

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Must be able to travel to various center locations as required.