Call Center Representative

POSITION TITLE: CALL CENTER REPRESENTATIVE

FLSA: NON-EXEMPT

Job Summary:

The Call Center Representative serves as a key point of contact for patients at Suncoast Community Health Centers. This position manages a high volume of inbound and outbound calls, digital inquiries, appointment scheduling across multiple departments, and message routing. The representative ensures accurate documentation, supports clinic operations, and maintains compliance with HIPAA regulations. Success in this role requires strong communication skills, attention to detail, and the ability to thrive in a fast-paced, patient-centered environment. Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Respond to patient inquiries via phone and digital platforms.
• Resolve issues effectively and ensure a positive experience with each interaction.
• Schedule appointments across all departments and accurately document patient messages in the appropriate systems.
• Prioritize message urgency and route calls or requests to the appropriate department or staff member.
• Resolve routine and complex patient issues independently when possible, escalating to supervisors when necessary.
• Maintain accurate and up-to-date patient records in the electronic health record (EHR) system.
• Ensure full compliance with HIPAA regulations when handling patient information.
• Follow all training protocols and operational guidelines to ensure consistent, high-quality service.
• Participate in virtual and in-person team meetings, training sessions, and performance reviews as required.
• Support department and clinic operations by performing additional tasks as needed to enhance patient care.
• Provide feedback to supervisors on customer concerns, recurring issues, or process bottlenecks for improvement.

• Perform additional tasks as needed to support the centers.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.

• Exhibit strong organizational and time management abilities, with a focus on meeting deadlines and managing multiple tasks efficiently.
• Thrive in a fast-paced, high-volume, and occasionally stressful environment while maintaining professionalism and empathy.
• Operate standard office equipment and maintain proficiency in Microsoft Office, Electronic Medical Records (EMR), and other relevant software platforms.

Education and Experience:

• High School diploma or equivalent is required.
• At least two years related experience is preferred.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Must be able to travel to various center locations as required.