Call Center Agent

Job Description

Job Description

We are seeking a Call Center Agent to join our team at Independent Living Systems (ILS). ILS, along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations.

About the Role:

As a Call Center Agent within the Health Care Services industry, you will serve as a vital point of contact between members, healthcare providers, and administrative teams. Your primary objective is to deliver exceptional customer service by efficiently managing both inbound and outbound calls, addressing inquiries, scheduling appointments, and resolving concerns with professionalism and empathy. You will contribute to the smooth operation of the call center by maintaining accurate records and adhering to established protocols and compliance standards. This role demands the ability to handle a high volume of calls while maintaining a calm and courteous demeanor, ensuring that each interaction supports positive patient experiences and organizational goals. Ultimately, your efforts will help facilitate effective communication and support the delivery of quality healthcare services.

Minimum Qualifications:

• High School Diploma or GED
• Proven experience working in a call center environment, preferably within healthcare or a related field.
• Ability to manage high volume call center demands.
• Familiarity with inbound and outbound customer service processes and phone systems.
• Basic clerical experience including data entry and record keeping.
• Ability to work flexible hours to accommodate call center shifts.

Preferred Qualifications:

• Associate's degree
• Experience specifically in healthcare services or medical call centers.
• Knowledge of healthcare terminology and patient privacy regulations such as HIPAA.
• Proficiency with customer relationship management (CRM) software.
• Certification in customer service or call center operations.

Responsibilities:

• Handle a high volume of inbound and outbound calls in a professional and courteous manner.
• Provide accurate information regarding healthcare services, appointment scheduling, and patient inquiries.
• Document call details and update patient records using call center phone systems and clerical tools.
• Collaborate with healthcare providers and administrative staff to resolve patient issues and escalate concerns when necessary.
• Maintain compliance with healthcare regulations and organizational policies during all communications.

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