Call Center Specialist

Job Summary 

Under general supervision and following established policies and procedures, the Call Center Specialist is responsible for accurately and efficiently handling calls from patients, their caregivers, relatives, and other healthcare team members. This role involves scheduling patient appointments according to organizational policies and the patient’s needs, while consistently providing the highest level of customer service. Excellent customer service skills, enthusiasm, and compassion are essential. Must live local to Ocala area.  

Qualifications and Requirements 

• High school diploma required.  

• Call center experience required; one year of experience in a medical, hospital, or business setting preferred. 

• Ability to work effectively with minimal supervision while understanding the importance of teamwork. 

• Excellent verbal and written communication skills. 

• Strong problem-solving and follow-up abilities. 

• Exceptional interpersonal and customer service skills. 

• Understanding of basic medical terminology. 

• Proficient with software applications and general computer knowledge. 

• Ability to handle multiple tasks in a fast-paced environment and manage stressful situations. 

• Uses good judgment and demonstrates a sense of appropriateness. 

• Bilingual preferred.

Remote Work Requirements 

• High-speed internet access. 

• Dedicated, secure, and safe workspace. 

• Noise-free environment for taking patient calls. 

• In the event of an internet outage, work will be completed on-site at one of the Heart of Florida Health Center locations. 

• Occasional travel to on-site meetings/trainings is required. 

Essential Functions 

• Manage large amounts of inbound calls in a timely manner.  

• Frequently attend pre-scheduled meetings or mandatory training to improve training and performance. 

• Meet team qualitative and quantitative targets. 

• Answer the telephone promptly and in a polite and professional manner, following call center scripts. 

• Schedule appointments for patients following scheduling rules, reviewing appointment date, time, location, and provider name with the caller. 

• Obtain and enter accurate demographic and appointment information into the electronic health record. 

• Identify customers’ needs, clarify information, and utilize reliable resources to provide answers and solutions. 

• Demonstrate strong telephone and verbal communication skills, utilizing active listening to meet patients’ needs. 

• Remind callers of all policies and procedures related to their appointments such as: cancellation/no-show policy, grace period for refill requests and documents to bring if applicable (insurance card, medications, copay, and income verification). 

• Remind the caller to arrive 15 to 30 minutes before the scheduled appointment to complete the paperwork. 

• Function efficiently in the "call center" environment; effectively multi-tasking, accurately handling all calls, and managing time. 

• Demonstrate excellence in customer service. 

• Direct calls to other departments as needed. 

• Exercise sound judgment in handling calls, especially with dissatisfied patients. 

• Recognize the need to escalate calls to the manager, nurse, or provider as necessary. 

• Make calls to reschedule appointments when necessary. 

• Maintain confidentiality regarding sensitive information. 

• Perform other duties as assigned. 

Physical Requirements 

• Frequently sitting at a desk for office work. 

• Occasional driving of automobiles for outside meetings or trainings. 

• Continuous use of corrected vision, depth perception, wide field of vision, and color. Also, the job will demand continuous use of auditory senses. 

• Duties require attention to detail, alertness, problem-solving, tolerance to stress, and exercising sound judgement. 

• This employee may frequently lift and/or move items over 30 pounds. 

• Must be able to lift, carry and handle equipment, supplies, and other work site materials according to position requirements.