Contact Center Representative - In office

Why Join FCS At Florida Cancer Specialists & Research Institute, we believe our people are our strength and we invest in them. In addition to having a positive impact on the people and communities we serve, associates benefit from significant professional opportunities, career advancement, training and competitive wages. Offering competitive salaries and comprehensive benefits packages to include tuition reimbursement, 401‑K match, pet and legal insurance. A LITTLE BIT ABOUT FCS. Since 1984, Florida Cancer Specialists & Research Institute (FCS) has built a national reputation for excellence. With over 250 physicians, 220 nurse practitioners and physician assistants and nearly 100 locations in our network. Utilizing innovative clinical research, cutting‑edge technologies, and advanced treatments, we are committed to providing world‑class cancer care. We are recognized by the American Society of Clinical Oncology (ASCO) with a national Clinical Trials Participation Award. FCS offers patients access to more clinical trials than any private oncology practice in Florida. Summary The Patient Contact Center fulfills FCS’s mission by providing world class consumer care by following its values and service standards. The department supports the practices with scheduling all various appointments, from clinic services to internal and external radiology services. Schedule patients via incoming and outbound calls with a focus on customer service under a contact center manager team as assigned. Provides operational support in delivery of patient care in a call setting environment. Responsible for meeting and exceeding standard consumer care metrics such as answering phones in a timely and professional manner, scheduling appointments efficiently and accurately, obtaining and inputting insurance information, maintaining compliance standards and providing a quality consumer experience by meeting consumers’ needs. Primary Tasks And Responsibilities Builds relationships with patients, consumers and co‑workers in a virtual setting, typically via the telephone or Microsoft Teams. Handles inbound and outbound calls for multiple clinics from various entities to assist and or route to the appropriate assigned practices/team. Communicates in a cordial, professional manner with patients via phone. Meets daily, weekly and monthly qualitative and quantitative performance metrics. Cross trained in Contact Center Supervisor/Manager Team area(s). Schedules patients for medical office/testing/radiology visit appointments. Transfers callers to appropriate department/location when necessary. New patient registration (inputting demographic information, insurance information, etc.), complete new patient process and schedule accordingly. Works with online scheduling system and EHR. Follows federal, state laws and company guidelines to be compliant with patient records. Verifies patient data and insurance to ensure it is updated for accurate billings. Handles patient concerns or refers to administration appropriately. Fills patient cancellation slots efficiently in keeping schedules booked for the practitioners. Maintains company equipment according to company guidelines and reports equipment concerns to immediate leader. Responds timely to incoming calls and routes calls or takes messages as appropriate. Maintains individual and departmental metrics and KPIs. Schedules appointments for multiple clinics and physicians as directed by clinic and provider guidelines. If outside testing requires preparation, gives the patient the preparation and explains process to patient/family member. Collects patient payments based on standard operating procedure. Documents/updates EMR with required information based on standard operating procedure, attends meetings and training sessions and reports any changes or concerns to the supervisor. Must establish and maintain effective work relationships with new and existing customers through a high degree of professionalism and excellent interpersonal/communication skills. Complies with all Federal, State laws and regulations pertaining to patient care, patients’ rights, safety, billing, human resources and collections. Adheres to all Company and departmental policies and procedures, including IT policies and procedures and Disaster Recovery Plan. Education/Certifications & Licenses High School Graduate or Equivalent Previous customer service experience Experience 1+ years’ experience in the Health Care preferred Call center experience preferred Proven ability to train and audit others Core Competencies, Knowledge/Skills/Abilities Proficient with computer programs: Email, PowerPoint, Excel, Word Demonstrates interpersonal skills by effectively communicating with all levels of management, staff and outside vendors and patients Strong emphasis on organizational skills and strong attention to detail and ability and willingness to multi‑task Ability to deal with data that is of a sensitive and confidential nature Ability to work independently and in a team environment Displays professional interactions with all levels of internal and external patients’/customers as demonstrated by work history and interview process Excellent verbal and written communication skills Knowledge And Skills Preferred Knowledge of EHR Any combination of education, training or experience that provides the knowledge, skills and abilities required to successfully accomplish the assigned duties and responsibilities of the position Values Patient First – Keeping the patient at the center of everything we do Accountability – Taking responsibility for our actions Commitment & Care – Upholding FCS vision through every action Team – Working together, one team, one mission Expectations for all Employees Every FCS employee is expected to regularly conduct themselves in a professional and respectful manner, to comply with all labor laws, workplace policy and workplace practices. Employees are expected to bring issues of any forms of workplace harassment, discrimination or other potential improprieties to the attention of their management or the human resources department. Screenings – Background, drug, and nicotine screens All offers of employment at Florida Cancer Specialists & Research Institute are contingent upon clear results of a thorough background screening. Additionally, as a condition of employment, FCS requires all new hires to receive various vaccinations, including the influenza vaccine, barring an approved exemption. FCS is a drug‑free workplace, and all new hires will be subject to drug/ nicotine testing. Medical Marijuana cards are not recognized. EEOC Florida Cancer Specialists & Research Institute (FCS) is committed to helping individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at FCS, please email FCS Recruitment (View email address on click.appcast.io) for further assistance. FCS is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status. Click HERE to access the Florida Agency for Healthcare Administration #J-18808-Ljbffr