Call Center Agent – REMOTE​/LOL

Position Summary

Florida Medical Clinic Orlando Health

Job Title:

Call Center Agent

Office

Hours:

Monday – Friday, 8:00 AM to 5:00 PM.

Department:
Call Center (REMOTE)

Onsite training for 8 weeks in Land O’ Lakes, FL.

Position Summary:

To deliver excellent patient centered service while providing information regarding services to patients, hospitals, staff and community health care providers in a high-volume call center environment. Perform intake triage, appointment scheduling and other patient requests based on provider protocols and Florida Medical Clinic policies and procedures.

• Answers assigned department/queue overflow calls, maintaining approved standards
• Answers phones and assists callers
• Follows tasking guidelines and provides accurate and complete information
• Addresses Web Appointment Requests as assigned
• Completes the end of day process
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state, and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Performs all other duties as assigned.

• Performs other incidental and related duties as required and assigned
• Maintains an organized and clean work area
• Participates in maintenance of clinical supplies

Education/Training High School Diploma or equivalent required

Licensure/Certification None

• Two (2) years of related experience required. Relevant experience may include, clerical customer service, call center / high volume phones (200 calls or more daily), physician office, insurance billing, or other health care related
• Additional (1) year clinical experience (CMA, MA, CNA), or experience in a health care or hospitality-related industry working with a concierge-style or call center service model preferred
• A working knowledge of medical terminology preferred
• High level of general computer literacy required, may be demonstrated by successful experience with a variety of computer software packages and/or systems.
• Must have excellent interpersonal, customer service, and communication skills.
• Must be able to perform under stress when confronted with emergencies, critical, or unusual situations.
• Must be able to multi-task effectively, maintaining a high standard of patient focus while generalizing, evaluations, or decisions based on sensory or judgmental criteria.

Education & Career Growth — Tuition reimbursement, Public Service Loan Forgiveness (PSLF), and leadership development programs.

Health & Wellness — Comprehensive medical, dental, vision, free virtual visits, and well-being programs.

Financial & Retirement — Up to 5% employer match on retirement contributions.

Work-Life Balance — Four weeks of paid parental leave, PTO, and flexible leave options.

Family & Pet Support — Fertility benefits, adoption assistance, backup care for children/elders/pets, and pet insurance.