About The Villages Health

The Villages Health is a patient-centered primary care driven, multi-specialty medical group with over 700 team members. Our unique care model gives us both the time and resources to truly care for our patients, along with a company culture that supports a healthy work-life balance for our team members. Our purpose, mission and vision is to empower Villagers and the surrounding communities to live out their dreams by keeping them healthy and healing them quickly. Together, we are changing the way healthcare is delivered and are making a positive difference in the lives of our patients and the communities we serve. In doing so, The Villages Health is creating America’s Healthiest Hometown.

Our Full-time Benefits

Medical, Dental & Vision Insurance | Matching HSA & 401k | PTO & Paid Holidays | The Villages Charter School Eligibility | & much more!

Hiring Events

Please bring your resume and join us:

• Friday, February 16th from 9:30 AM to 1:30 PM at Lake Deaton Care Center (779 Kristine Way, The Villages, FL 32163) – RSVPs are encouraged through Eventbrite at https://bit.ly/3RCIdQv

Responsibilities:

The Villages Health consistently delivers over 98% patient satisfaction and we are always looking for new ways to provide the best patient experience in all that we do. The Patient Service Representative (PSR) team is at the forefront of this experience, acting as a concierge service for all new patients. How we answer the phone, handle calls, and provide service to our callers is a reflection of our core values and care model. 

In the Audiology department, our PSRs are responsible for taking inbound calls and/or placing return calls from warm leads who want to know more about The Villages Health, schedule a class at our Learning Center and/or book a new patient appointment with one of our Audiologists. 

• Be a champion for The Villages Health brand, care model, care center, services, clinicians and the new patient experience. 
• Represent our core values of service, quality, stewardship and innovation to patients and co-workers. 
• Build rapport with potential new patients and educate them about The Villages Health experience, accepted insurances and new patient process (by phone). 
• Answer important patient questions and/or determine the best next steps and resources to serve their needs. 
• Assist new patients in scheduling a course, selecting a provider, or booking new patient appointments. 
• Accurately verify insurance using a variety of online programs. 
• Provide new patients with appropriate next steps, for example where to arrive for the appointment, how to complete new patient paperwork, etc. 
• Accurately track and report all call inquiries in the customer relationship management tool. 
• Meet performance goals for call volume, time on call, answered calls, lead conversion rates for new patient appointments and more. 
• Adhere to compliance and HIPPA regulations. 
• Report to the Audiology Supervisor. 

Education/Experience Requirements:

• High school diploma 
• Associate’s degree preferred
• 2 years Customer/Patient Service Experience or Phone Sales, healthcare industry a plus 
• Experience in a either a medical office, Audiology practice, or high-volume call center 
• Experience using both call center and EMR software 
• Passion for providing superior patient service 
• Sales experience a big plus
• Knowledge of medical terminology. 
• Knowledge of health care field. 
• Knowledge of legal and ethical considerations related to patient information. 
• Knowledge of customer/patient service principles, applications, and conflict resolution. 
• Skill in putting information in preferred medical record system, meeting clinic standards. 
• Skill in diffusing tense situations through diplomatic problem-solving. 
• Skill in using computer, medical records software, and customer relationship management tools. 
• Skill in handling call inquiries and turning them into sales opportunities 
• Ability to communicate effectively with patients and staff via phone, in person and through email. 
• Ability to establish relationships with a wide variety of people. 
• Ability to multi-task and work in a fast-paced call center environment. 
• Ability to hit and exceed customer service level and new patient acquisition goals.

Questions? Contact us at recruitment@thevillageshealth.com