Call Center Representative

Overview

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.

• Answer all incoming calls in a call center setting; knowledge of telephone etiquette, listening skills, and related experience are essential.
• Provide excellent customer/client service.
• Demonstrate strong communication skills including verbal, written, and listening abilities.
• Listen carefully to patient needs and ensure that the caller is accurately addressed.
• Direct calls appropriately and document the call in the 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 guidance regarding the new patient registration process.
• Handle a variety of incoming patient inquiries or requests and use appropriate resources to provide accurate responses.
• Write succinct and accurate notes in the patient’s electronic health record.
• Ensure all communications and transactions with patients/guardians are conducted in a mature, calm, 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 (PHI) in accordance with HIPAA guidelines.
• Demonstrate ability to work in a large team environment and in a fast-paced setting; prioritize, maintain attention to detail, organization, and flexibility.
• Perform any and all other duties assigned.

• Excellent customer service skills
• Demonstrated attention to detail
• Ability to manage multiple tasks simultaneously; strong organizational skills
• Computer literate, with good typing skills (approximately 35 WPM) and high level of accuracy
• Proven experience working in a fast-paced environment and maintaining accuracy of the work assigned
• 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.