[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 various appointments, including clinic services and internal and external radiology services.

• Builds relationships with patients, consumers, and co-workers in a virtual setting, typically via 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 the 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

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.