Florida Medical Clinic Orlando Health
Job Title: Call Center Agent
Office Hours: Monday - Friday, 8:00 AM to 5:00 PM.
Department: Call Center
Onsite training for 8 weeks in Land O' Lakes, FL.
Position 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.
Responsibilities: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
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 emergencies, critical, or unusual situations.
• Must be able to multi-task effectively, maintaining a high standard of patient focus while generalizing, 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.
At Florida Medical Clinic, your life is our specialty. Our team of compassionate, experienced physicians offers a comprehensive range of healthcare services. By specializing in everything from family practice and internal medicine services to cardiology, gastroenterology, sports medicine, plastic surgery, and beyond, all within a single, clinically integrated network, our team streamlines every aspect of your health care. There’s only one name you’ll need to remember for all of your medical needs: Florida Medical Clinic.
What Does FMC have to offer its employees?
We offer a wide choice of compensation and benefit programs that are among the best. From competitive salaries to retirement plans. We make every effort to take care of the people who make our company great.
We are also a company that strongly believes in giving back to the community in which we live and work. The Florida Medical Clinic Foundation of Caring supports individuals, children and families in need. The foundation has invested $2 million and 1,000s of volunteer hours in helping children, families and those in need.