[Hiring] Contact Center Representative @Florida Cancer Specialists

Role Description

The Patient Contact Center fulfills FCS’s mission by providing world-class consumer care by following its values and service standards. The Patient Contact Center department will support 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 the 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.
  • Providing a quality consumer experience by meeting consumers’ needs.

• 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 breakdown.
• 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.).
• 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 the process to the 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.
• Establishes and maintains 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.

Qualifications

• High School Graduate or Equivalent.
• Previous customer service experience.

Requirements

• 1+ years’ experience in Health Care preferred.
• Call center experience preferred.
• Proven ability to train and audit others.

Benefits

• Competitive salaries.
• Comprehensive benefits packages including:
  • Tuition reimbursement.
  • 401-K match.
  • Pet and legal insurance.

Company Description

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, we are committed to providing world-class cancer care.

• Utilizing innovative clinical research, cutting-edge technologies, and advanced treatments.
• Recognized by the American Society of Clinical Oncology (ASCO) with a national Clinical Trials Participation Award.
• Offers patients access to more clinical trials than any private oncology practice in Florida.
• Through our partnership with Sarah Cannon, we are one of the largest clinical research organizations in the United States.