Call Center Representative

Brandon, Florida

 Suncoast Community Health Centers
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POSITION TITLE: CALL CENTER REPRESENTATIVE

FLSA: NON-EXEMPT

Job Summary:

The Call Center Representative is responsible for delivering excellent customer service through effective communication, quick problem-solving, and professional demeanor. This role requires a representative to handle inbound and outbound calls, assist with customer inquiries, and provide solutions to ensure customer satisfaction. Supervisory Responsibilities:
  • None
Duties/Responsibilities:
  • Handle inbound and outbound calls, messages to efficiently schedule, reschedule, confirm, and cancel appointments following company guidelines.
  • Assist patients inquires about our services, appointments, or other inquiries based on company guidelines.
  • Answer incoming medical department calls, document messages, prioritize urgency, and route them to the appropriate provider or clinical staff for further action.
  • Identify patient needs and offer relevant solutions or alternatives, ensuring a positive experience.
  • Deliver exceptional customer service by resolving issues effectively and ensuring a positive experience for each interaction.
  • Resolve basic to complex issues independently or escalate to a supervisor when necessary.
  • Document all patient interactions accurately in the EMR system for future reference and follow-up.
  • Handle sensitive information with discretion, adhering to data privacy guidelines.
  • Update patient's information and maintain accurate records in the database.
  • Participate in regular team meetings, training sessions, and performance reviews, in-person.
  • 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.
  • Excellent time management skills with a proven ability to meet deadlines.
  • Ability to prioritize tasks and to delegate them when appropriate.
  • The ability to use office equipment, such as computers, fax machines, copy machines, telephones, calculators, and more, on a regular basis.
  • Ability to function well in a high-paced and at times stressful environment.
  • Proficient with Microsoft Office Suite, Electronic Medical Records (EMR) and related software.
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. By signing this document, I confirm that I have read and agree to the job description and understand the skills and duties required to perform the role.
POSITION TITLE: CALL CENTER REPRESENTATIVE
Date Posted: 10 May 2025
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