Call Center Agent I

Summary

Join Florida Medical Clinic, Orlando Health as a Call Center Agent in this full-time remote position (with on-site training required). You will deliver excellent patient-centered service, providing information and handling various requests in a high-volume call center. Responsibilities include answering calls, scheduling appointments, and addressing web requests. This role requires a high school diploma or equivalent, two years of related experience, and excellent communication skills. Preference is given to candidates with additional clinical experience or knowledge of medical terminology. While remote, you must reside in Florida, preferably in the Tampa Bay area.

Requirements

• High School Diploma or equivalent
• Two (2) years of related experience
• High level of general computer literacy
• Excellent interpersonal, customer service, and communication skills
• Ability to perform under stress when confronted with emergency, critical, or unusual situations
• Ability to multi-task effectively, maintaining a high standard of patient focus while generalizing, evaluations, or decisions based on sensory or judgmental criteria

Responsibilities

• Answer assigned department/queue overflow calls, maintaining approved standards
• Answer phones and assist callers
• Follow tasking guidelines and provide accurate and complete information
• Address Web Appointment Requests as assigned
• Complete the end of day process
• Maintain reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state, and local standards
• Maintain compliance with all Orlando Health policies and procedures
• Perform all other duties as assigned
• Perform other incidental and related duties as required and assigned
• Maintain an organized and clean work area
• Participate in maintenance of clinical supplies

Preferred Qualifications

• 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
• A working knowledge of medical terminology