Role Description

To deliver excellent patient centered service while providing information regarding services to patients, hospitals, staff and community health care providers in a high-volume call center environment. Perform intake triage, appointment scheduling and other patient requests based on provider protocols and Florida Medical Clinic policies and procedures.

Responsibilities

• Answers assigned department/queue overflow calls, maintaining approved standards
• Answers phones and assists callers
• Follows tasking guidelines and provides accurate and complete information
• Addresses Web Appointment Requests as assigned
• Completes the end of day process
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state, and local standards
• Maintains compliance with all Orlando Health policies and procedures
• Performs all other duties as assigned

Other Related Functions

• Performs other incidental and related duties as required and assigned
• Maintains an organized and clean work area
• Participates in maintenance of clinical supplies

Qualifications

• High School Diploma or equivalent required
• Two (2) years of related experience required. Relevant experience may include clerical customer service, call center / high volume phones (200 calls or more daily), physician office, insurance billing, or other health care related
• Additional (1) year clinical experience (CMA, MA, CNA), or experience in a health care or hospitality-related industry working with a concierge-style or call center service model preferred
• A working knowledge of medical terminology preferred
• High level of general computer literacy required, may be demonstrated by successful experience with a variety of computer software packages and/or systems
• Must have excellent interpersonal, customer service, and communication skills
• Must be able to perform under stress when confronted with emergency, critical, or unusual situations
• Must be able to multi-task effectively, maintaining a high standard of patient focus while making generalizations, evaluations, or decisions based on sensory or judgmental criteria

Benefits

• Education & Career Growth – Tuition reimbursement, Public Service Loan Forgiveness (PSLF), and leadership development programs
• Health & Wellness – Comprehensive medical, dental, vision, free virtual visits, and well-being programs
• Financial & Retirement – Up to 5% employer match on retirement contributions
• Work-Life Balance – Four weeks of paid parental leave, PTO, and flexible leave options
• Family & Pet Support – Fertility benefits, adoption assistance, backup care for children/elders/pets, and pet insurance