Call Center Representative
Suncoast Community Health Centers
CALL CENTER REPRESENTATIVE FLSA: NON-EXEMPT Duties/Responsibilities:
- Respond to patient inquiries via phone and digital platforms.
- Resolve issues effectively and ensure a positive experience with each interaction.
- Schedule appointments across all departments and accurately document patient messages in the appropriate systems.
- Prioritize message urgency and route calls or requests to the appropriate department or staff member.
- Resolve routine and complex patient issues independently when possible, escalating to supervisors when necessary.
- Maintain accurate and up-to-date patient records in the electronic health record (EHR) system.
- Ensure full compliance with HIPAA regulations when handling patient information.
- Follow all training protocols and operational guidelines to ensure consistent, high-quality service.
- Participate in virtual and in-person team meetings, training sessions, and performance reviews as required.
- Support department and clinic operations by performing additional tasks as needed to enhance patient care.
- Provide feedback to supervisors on customer concerns, recurring issues, or process bottlenecks for improvement.
- Perform additional tasks as needed to support the centers.
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent organizational skills and attention to detail.
- Exhibit strong organizational and time management abilities, with a focus on meeting deadlines and managing multiple tasks efficiently.
- Thrive in a fast-paced, high-volume, and occasionally stressful environment while maintaining professionalism and empathy.
- Operate standard office equipment and maintain proficiency in Microsoft Office, Electronic Medical Records (EMR), and other relevant software platforms.
- High School diploma or equivalent is required.
- At least two years related experience is preferred.
- Prolonged periods of sitting at a desk and working on a computer.
- Must be able to lift up to 15 pounds at times.
- Must be able to travel to various center locations as required.
Vacancy posted 5 days ago
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