Call Center Rep Job at Health Care Center for the Homeless in Orlando

ORANGE BLOSSOM FAMILY HEALTH

Title: Call Center Representative

Reports to: Lead PSR

Status: Non-Exempt

Work Schedule: Full Time: Monday through Friday during business hours

Work Location: On-site initially, with remote work eligibility after 90 days

Position Summary

The Call Center Representative works under general supervision to answer incoming phone calls and provide first-call resolution for patient registration, scheduling, inquiries, and comprehensive customer service to all callers.

Key Responsibilities

Customer Service & Communication

• Answer incoming calls, return voicemails, and respond to emails and faxes promptly
• Deliver exceptional customer service and create positive experiences for every caller
• Handle customer complaints with professionalism and work toward swift resolution
• Communicate effectively with diverse, multi-cultural populations
• Manage challenging situations and conversations with calm professionalism

Patient Services

• Register new patients and update existing demographic and patient information accurately
• Schedule and reschedule patient appointments as needed
• Provide accurate information regarding services, locations, insurance coverage, and facilities
• Collect important data and feedback to enhance patient satisfaction
• Assist with medical records processing during operational needs

Administrative Duties

• Complete detailed call logs and document customer interactions
• Escalate priority issues and transfer calls beyond scope of responsibility
• Support team members with additional tasks during low call volume periods
• Perform other job-related duties as assigned

Required Qualifications

Education & Experience

• High school diploma or GED required
• Minimum 1 year of customer service experience
• Medical/dental front desk and call center experience strongly preferred
• Experience with medical/dental clinic operations and electronic health records or scheduling software is a plus

Skills & Abilities

• Excellent verbal and written communication skills
• Bilingual/multilingual capabilities preferred, particularly Spanish and Haitian Creole
• Strong multitasking abilities with effective priority management
• Ability to work independently while functioning as part of a collaborative team
• Capability to remain seated for extended periods
• Professional conflict resolution skills

Work Environment & Values

Professional Standards

• Professional conflict resolution skills Work Environment & Values Professional Standards
• Maintain professional approach when managing patient conflicts
• Demonstrate versatility and adaptability to ensure health center efficiency
• Exhibit strong multitasking capabilities with excellent priority management
• Provide outstanding customer service support consistently
• Show unwavering commitment to the organization's mission and values