Call Center Representative Job at Whole Family Health Center in Vero Beach

Overview

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The role requires multitasking in a fast-paced environment, attention to detail, sensitivity to patients’ needs, and the ability to function with minimal supervision. The position supports office operations by receiving and distributing communications and serving patients. It involves working directly with clinical staff and acting as a liaison between the patient and the provider, coordinating care with patients, nurses, providers, and case managers. Strong patient communication and rapport-building are essential, as are good patient assessment skills and the ability to prioritize tasks and use space and time efficiently.

Communication with patients, staff, and others is essential to maintain a positive environment. Spanish, Creole, or both languages are a plus.

Key Responsibilities

• Maintains professional behavior and attitude towards patients, visitors, and coworkers.
• Answers incoming customer phone calls and takes appropriate action for each call.
• Maintains customer satisfaction ratings based on criteria set by the company.
• Attends mandatory training sessions to stay updated on product or policy changes.
• Uses company policies to determine if issues can be resolved immediately or require managerial input.
• Inputs data into the company’s EHR to keep patient records updated.
• Makes, changes, cancels, or edits appointments.
• Transfers calls as appropriate using the switchboard.
• Demonstrates strong communication and phone skills.
• Shows history of success in customer service and solves customer issues.
• May upsell customer accounts and maintains the call center database.
• Relays information and maintains upkeep of office equipment.
• Attends educational offerings as appropriate and performs other duties as assigned.
• May occasionally travel between clinics for coverage.

Education & Experience

• High school diploma or GED required; college degree preferred.
• One to three years of progressive work experience in a medical office setting.

Requirements

• Level 2 background clearance required
• Must have all necessary vaccinations and a PPD test done upon hire.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Hospitals and Health Care

Portions of the original posting may be dated or promotional in nature; this description includes the essential responsibilities and qualifications for the role.