Florida Medical Clinic, Orlando Health

Job Title: Call Center Agent

**THIS IS A FULL TIME REMOTE POSITION, HOWEVER MUST BE AVAILABLE TO BE ON-SITE FOR TRAINING**

**MUST RESIDE IN FL/PREFERABLY IMMEDIATE TAMPA BAY REGION**

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.

Essential Functions

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.

Other Related Functions

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

Experience

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 emergency, 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.

Orlando Health proudly embraces and honors the individuality of our team members. By sharing different ideas and perspectives and working together as a team, we are better able to relate to, care for and authentically serve our patients and families who make up the collective populations in our community. So, no matter who you are, what you believe or how you express yourself, you are welcome here.

Florida Medical Clinic Orlando Health is a drug-free workplace and maintains a policy in which new hires will be required to submit to pre-employment drug testing. This policy is intended to comply with applicable laws regarding drug testing and any privacy rights

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Call Center Agent I-FULL-TIME (REMOTE/MUST RESIDE IN FL)

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