Delivers excellent patient-centered service while providing information regarding services to patients, hospital, staff and community health care providers in a high-volume call center environment. Performs intake triage, appointment scheduling, referral processing, registration of new patients and referral of patients to faculty physicians based on knowledge of administrative protocols and University of Florida Physicians' policies and procedures. Due to the extensive training involved, agents must remain in one pod for 12 months before being considered for a pod-to-pod transfer.

Minimum Education and Experience Requirements:

• High school diploma and three years of relevant experience required. May also qualify with an associate's degree and one year of relevant experience or with a bachelor's degree.
• Two years of clerical/customer service experience strongly preferred, ideally in a health care or hospitality-related industry, working with a concierge-style service model.
• The required high-level of general computer literacy may be demonstrated by successful past experience with a variety of computer software packages and/or proprietary systems.
• Must have excellent interpersonal, customer service and communication skills.
• Must be able to perform under stress when confronted with emergency, critical or unusual situations.
• Incumbent must be comfortable discussing financial matters with patients in a professional manner.
• Must be able to multitask effectively, maintaining a high standard of patient focus while making generalizations, evaluations or decisions based on sensory or judgmental criteria.
• A working knowledge of medical terminology would be helpful.

Licensure/Certification/Registration:

• Successfully complete customer service certification requirements according to UFJHI course schedule.
• Maintain customer service certification by annual assessment.