Contact Center Representative - In Office

WHY JOIN FCS At Florida Cancer Specialists & Research Institute (FCS), we believe our people are our strength and we invest in them. We offer significant professional opportunities, career advancement, training, competitive wages, tuition reimbursement, 401‑K match, and pet and legal insurance. A LITTLE BIT ABOUT FCS Since 1984, FCS has built a national reputation for excellence. With over 250 physicians, 220 nurse practitioners and physician assistants, and nearly 100 locations across our network, we use innovative clinical research, cutting‑edge technologies, and advanced treatments to provide world‑class cancer care. 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. We partner with Sarah Cannon and are one of the largest clinical research organizations in the United States. Summary The Patient Contact Center fulfills FCS’s mission by providing world‑class consumer care, scheduling appointments, and supporting practices with timely, professional service. The role focuses on answering phones, scheduling clinic services, internal and external radiology services, and maintaining compliance standards while delivering a quality consumer experience. PRIMARY TASKS & RESPONSIBILITIES Build relationships with patients, consumers and co‑workers via telephone or Microsoft Teams. Handle inbound and outbound calls for multiple clinics, assist and route to the appropriate practice or team. Meet daily, weekly and monthly qualitative and quantitative performance metrics. Cross‑train in Contact Center Supervisor/Manager area(s). Schedule patients for medical office/testing/radiology visits, transfer callers to appropriate department or location. Execute new patient registration: input demographic and insurance information, complete new patient process, and schedule accordingly. Work with online scheduling system and EHR; verify patient data and insurance for accurate billing. Handle patient concerns or refer to administration as needed. Fill patient cancellation slots efficiently to meet scheduling goals. Maintain company equipment and report concerns. Respond timely to incoming calls, route calls or take messages. Maintain individual and departmental metrics and KPIs. When outside testing requires preparation, explain process to patient/family. Collect patient payments according to SOP and document/update EMR with required information. Attend meetings, training sessions and report any changes or concerns to the supervisor. Establish and maintain effective work relationships with customers through professionalism and excellent interpersonal/communication skills. Comply with all federal, state laws and regulations related to patient care, billing, and collections. Adhere to company policies, procedures, IT policies, and Disaster Recovery Plan. EDUCATION / CERTIFICATIONS & LICENSES High School Graduate or Equivalent. Previous customer service experience. EXPERIENCE 1+ years of experience in healthcare preferred; call center experience preferred. Proven ability to train and audit others. CORE COMPETENCIES, KNOWLEDGE / SKILLS / ABILITIES Knowledge and ability to perform essential functions of the job, with or without reasonable accommodation. Proficient with computer programs: Email, PowerPoint, Excel, Word. 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. SCREENINGS Background, drug, and nicotine screens are required. All hires must receive vaccinations, including influenza, and are subject to drug & nicotine testing. Medical marijuana cards are not recognized. FCS is a drug‑free workplace. EEOC FCS is a committed 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. EXCITING BENEFITS FOR OUR TEAM Medical and Prescription Drug Coverage Vision & Dental Insurance Employee Assistance Program (EAP) Health Savings Account (HSA) & Flexible Spending Accounts Paid Time Off (PTO) 401(k) Retirement Plan Life Insurance Tuition Reimbursement Disability Insurance Accident Insurance Critical Illness Hospital Indemnity Pet Insurance Identity Theft Protection Legal Insurance #J-18808-Ljbffr