Call Center Representative
Family Health Centers of Southwest Florida, Fort Myers, FL, United States
Overview
Family Health Centers of Southwest Florida, Inc. has an immediate opening for a dedicated Call Center and Customer Service professional, especially those bilingual in English and Spanish. The Call Center Representative will be responsible for answering all incoming calls to the Family Health Centers of Southwest Florida (FHC) Call Center and manage the calls through scheduling or directing callers to the appropriate department.
Responsibilities
Answer all incoming calls in a call center setting.
Apply telephone etiquette and strong listening skills.
Provide excellent customer/client service.
Communicate verbally, in writing, and through listening skills.
Listen carefully to patient needs and accurately address callers.
Direct calls appropriately and accurately document the call to the call system and registration systems.
Answer questions using proper protocol and provide information to callers, ensuring calls are forwarded appropriately.
Schedule patient visits, register new patients to FHCSWF, and provide guidance on the new patient registration process.
Handle a variety of incoming patient inquiries or requests and use appropriate resources to provide accurate responses.
Write succinct and accurate notes in the patient’s electronic health record.
Conduct all communications and transactions with patients/guardians in a mature, calm, sensitive, and respectful manner.
Use a patient registration system, including updates to insurance and procedure entry.
Utilize the electronic health record system to enter, retrieve, and document patient information, notes, and tasks.
Maintain Protected Health Information in accordance with HIPAA guidelines.
Work effectively in a large team environment.
Prioritize tasks, maintain a high level of attention to detail, organization, and flexibility in a fast‑paced environment.
Perform any and all other duties assigned.
Requirements – Knowledge, Skills, and Abilities
Excellent customer service skills.
Demonstrated attention to detail.
Strong organizational skills to manage multiple tasks simultaneously.
Computer literate with good typing skills (35 WPM, high accuracy).
Experience working in a fast‑paced environment while maintaining work accuracy.
Effective communication with superiors and peers.
Training and Experience
High School diploma, GED, or equivalent training and experience.
Previous call center experience, preferably in healthcare.
Experience in a medical or dental setting a plus.
Prior experience with electronic health records a plus.
Special Requirements
Reliable transportation and willingness to travel locally when required.
Bilingual English/Spanish preferred.
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Responsibilities
Answer all incoming calls in a call center setting.
Apply telephone etiquette and strong listening skills.
Provide excellent customer/client service.
Communicate verbally, in writing, and through listening skills.
Listen carefully to patient needs and accurately address callers.
Direct calls appropriately and accurately document the call to the call system and registration systems.
Answer questions using proper protocol and provide information to callers, ensuring calls are forwarded appropriately.
Schedule patient visits, register new patients to FHCSWF, and provide guidance on the new patient registration process.
Handle a variety of incoming patient inquiries or requests and use appropriate resources to provide accurate responses.
Write succinct and accurate notes in the patient’s electronic health record.
Conduct all communications and transactions with patients/guardians in a mature, calm, sensitive, and respectful manner.
Use a patient registration system, including updates to insurance and procedure entry.
Utilize the electronic health record system to enter, retrieve, and document patient information, notes, and tasks.
Maintain Protected Health Information in accordance with HIPAA guidelines.
Work effectively in a large team environment.
Prioritize tasks, maintain a high level of attention to detail, organization, and flexibility in a fast‑paced environment.
Perform any and all other duties assigned.
Requirements – Knowledge, Skills, and Abilities
Excellent customer service skills.
Demonstrated attention to detail.
Strong organizational skills to manage multiple tasks simultaneously.
Computer literate with good typing skills (35 WPM, high accuracy).
Experience working in a fast‑paced environment while maintaining work accuracy.
Effective communication with superiors and peers.
Training and Experience
High School diploma, GED, or equivalent training and experience.
Previous call center experience, preferably in healthcare.
Experience in a medical or dental setting a plus.
Prior experience with electronic health records a plus.
Special Requirements
Reliable transportation and willingness to travel locally when required.
Bilingual English/Spanish preferred.
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