What are the responsibilities and job description for the Call Center Agent - REMOTE position at Florida Medical Clinic Orlando Health?
Position Summary
Florida Medical Clinic Orlando Health
Onsite training for 8 weeks in Land O' Lakes, FL.
Job Title: Call Center Agent
Department: Call Center
Status: Full Time Hours: Monday - Friday, 8:00 AM to 5:00 PM.Â
Job Summary: To deliver excellent patient centered service while providing information regarding services to patients, hospitals, staff and
community health care providers in a high-volume call center environment. Perform intake triage, appointment scheduling and
other patient requests based on provider protocols and Florida Medical Clinic policies and procedures.
Why is Florida Medical Clinic Orlando Health your best place to work?
Essential Functions.
• Answers assigned department/queue overflow calls, maintaining approved standards
• Answers phones and assists callers
• Follows tasking guidelines and provides accurate and complete information
• Addresses Web Appointment Requests as assigned
• Completes the end of day process
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other
federal, state, and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Performs all other duties as assigned.
Other Related Functions
• Performs other incidental and related duties as required and assigned
• Maintains an organized and clean work area
• Participates in maintenance of clinical supplies
Qualifications
Education/Training
High School Diploma or equivalent required
Licensure/Certification
None
Experience
• Two (2) years of related experience required. Relevant experience may include, clerical customer service, call center / high
volume phones (200 calls or more daily), physician office, insurance billing, or other health care related
• Additional (1) year clinical experience (CMA, MA, CNA), or experience in a health care or hospitality-related industry working
with a concierge-style or call center service model preferred
• A working knowledge of medical terminology preferred
• High level of general computer literacy required, may be demonstrated by successful experience with a variety of computer
software packages and/or 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.
• Must be able to multi-task effectively, maintaining a high standard of patient focus while making generalizations, evaluations, or
decisions based on sensory or judgmental criteria.
Orlando Health proudly embraces and honors the individuality of our team members. By sharing different ideas and perspectives and working together as a team, we are better able to relate to, care for and authentically serve our patients and families who make up the collective populations in our community. So, no matter who you are, what you believe or how you express yourself, you are welcome here.
Florida Medical Clinic Orlando Health
Onsite training for 8 weeks in Land O' Lakes, FL.
Job Title: Call Center Agent
Department: Call Center
Status: Full Time Hours: Monday - Friday, 8:00 AM to 5:00 PM.Â
Job Summary: To deliver excellent patient centered service while providing information regarding services to patients, hospitals, staff and
community health care providers in a high-volume call center environment. Perform intake triage, appointment scheduling and
other patient requests based on provider protocols and Florida Medical Clinic policies and procedures.
Why is Florida Medical Clinic Orlando Health your best place to work?
-  Education & Career Growth – Tuition reimbursement, Public Service Loan Forgiveness (PSLF), and leadership development programs.
-  Health & Wellness – Comprehensive medical, dental, vision, free virtual visits, and well-being programs.
-  Financial & Retirement – Up to 5% employer match on retirement contributions.
-  Work-Life Balance – Four weeks of paid parental leave, PTO, and flexible leave options.
-  Family & Pet Support – Fertility benefits, adoption assistance, backup care for children/elders/pets, and pet insurance.
Essential Functions.
• Answers assigned department/queue overflow calls, maintaining approved standards
• Answers phones and assists callers
• Follows tasking guidelines and provides accurate and complete information
• Addresses Web Appointment Requests as assigned
• Completes the end of day process
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other
federal, state, and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Performs all other duties as assigned.
Other Related Functions
• Performs other incidental and related duties as required and assigned
• Maintains an organized and clean work area
• Participates in maintenance of clinical supplies
Qualifications
Education/Training
High School Diploma or equivalent required
Licensure/Certification
None
Experience
• Two (2) years of related experience required. Relevant experience may include, clerical customer service, call center / high
volume phones (200 calls or more daily), physician office, insurance billing, or other health care related
• Additional (1) year clinical experience (CMA, MA, CNA), or experience in a health care or hospitality-related industry working
with a concierge-style or call center service model preferred
• A working knowledge of medical terminology preferred
• High level of general computer literacy required, may be demonstrated by successful experience with a variety of computer
software packages and/or 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.
• Must be able to multi-task effectively, maintaining a high standard of patient focus while making generalizations, evaluations, or
decisions based on sensory or judgmental criteria.
Orlando Health proudly embraces and honors the individuality of our team members. By sharing different ideas and perspectives and working together as a team, we are better able to relate to, care for and authentically serve our patients and families who make up the collective populations in our community. So, no matter who you are, what you believe or how you express yourself, you are welcome here.
