Patient Representative Call Center

As Mount Sinai grows, so does our legacy in high-quality health care. Since 1949, Mount Sinai Medical Center has remained committed to providing access to its diverse community. In delivering an unmatched level of clinical expertise, our medical center is committed to recruiting and training top healthcare workers from across the country. We offer the latest in advanced medicine, technology, and comfort in 12 facilities across Miami-Dade (including our 674-bed main campus facility) and Monroe Counties, with 38 medical services, including cancer care, 24/7 emergency care, orthopedics, cardiovascular care, and more. Mount Sinai takes pride in being South Florida's largest private independent not-for-profit hospital, dedicated to continuing the training of the next generation of medical pioneers. Culture of Caring: The Sinai Way Our hardworking, tight-knit community of more than 4,000 dedicated employees fosters an environment of care and compassion. Each member plays a vital role in our collective mission to deliver excellent healthcare through innovation, education, and research. At Mount Sinai, we take pride in our achievements, aiming to be a beacon of quality healthcare in South Florida. We welcome all healthcare professionals to join our thriving community and contribute to our pursuit for clinical excellence. Department: Job Description Summary: MUST BE BILUNGUAL IN ENGLISH AND SPANISH Hybrid opportunity to work from home after 6 months working at the hospital on Miami Beach. Base salary PLUS new monthy and quarterly incentive progam! 8:30AM - 5 PM, Monday to Friday The Patient Representative supports patients by efficiently handling incoming calls, scheduling appointments accurately, and following established call flow and workflow processes. This role provides professional, empathetic service, utilizes call center and scheduling systems effectively, and ensures proper documentation, notes, and message handling. The representative adheres to schedule expectations, demonstrates strong communication and customer service skills, and follows escalation procedures when needed to support a positive patient experience. Position Responsibilities CALL FLOW - Can follow prescribed call flow for routine scheduling calls. PATIENT INTERACTIONS - Consistently demonstrates proper etiquette when receiving, transferring, or placing calls on hold. PATIENT EXPERIENCE (Empathy) - Has completed empathy training and understands the importance of this skill. SCHEDULING EXPERTISE - Demonstrates basic facility with the technology systems in making appointments. PROCESS COMPLIANCE - Consistently demonstrates compliance with workflow processes such as wrap codes, CRM, notes, and messages. APPOINTMENT ACCURACY - For a majority of appointments, is able to make appointments with the right physician within the right timeframe. ESCALATIONS - Demonstrates understanding of the escalation process for appointments. QUALITY ASSURANCE - Accepts quality assurance feedback and understands improvement opportunities. PROFESSIONALISM - Always acts professionally. SCHEDULE ADHERANCE - Adheres to schedule and is very reliable with attendance. Qualifications Education High School diploma Experience MUST BE BILUNGUAL IN ENGLISH AND SPANISH 1 year of experience in Contact Center or similar role. Some knowledge of medical terminology or healthcare operations desired. Excellent communications skills. Adept at computer software including office automation tools. Track record of outstanding customer service Benefits: We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs: Health benefits Life insurance Long-term disability coverage Healthcare spending accounts Retirement plan Paid time off Pet Insurance Tuition reimbursement Employee assistance program Wellness program On-site housing for select positions and more! Degree Requirements: High School Diploma (Required) Certification: More than 4,000 people work at Mount Sinai Medical Center at more than a dozen locations throughout sunny South Florida, including our flagship, 672-bed hospital on Biscayne Bay at the gateway to Miami Beach. We’re the largest, independent, not-for-profit hospital in South Florida, and we’re the only hospital Healthgrades recognized for four years running as one of the top 5% in the nation. Clearly, clinical excellence is at our core.