Remote Call Center Representative

Central Florida Rheumatology Consultants

Position Summary

Central Florida Rheumatology Consultants is seeking a professional, dependable, and patient-focused Remote Call Center Representative to join our growing team. This position serves as the first point of contact for patients calling our practice and plays a critical role in delivering excellent customer service and ensuring efficient communication between patients, providers, and office staff.

The ideal candidate is compassionate, organized, detail-oriented, and able to manage a high volume of inbound calls in a fast-paced healthcare environment.

Essential Duties and Responsibilities

• Answer incoming patient calls in a courteous, professional, and timely manner
• Schedule, reschedule, and cancel patient appointments accurately
• Verify and update patient demographic and insurance information
• Route calls and messages to the appropriate departments or clinical staff
• Assist patients with questions regarding appointments, referrals, medication refill requests, and office policies
• Document all patient interactions accurately within the electronic medical record (EMR) system
• Monitor voicemail queues and return calls promptly
• Handle high call volumes while maintaining exceptional customer service standards
• Escalate urgent patient concerns appropriately according to office protocols
• Maintain patient confidentiality and comply with HIPAA regulations at all times
• Collaborate with providers, front desk staff, medical assistants, and management to ensure seamless patient communication
• Participate in training sessions, team meetings, and performance improvement initiatives

Qualifications

Required Qualifications

• High school diploma or equivalent
• Minimum of 1 year of customer service or call center experience
• Strong verbal and written communication skills
• Excellent phone etiquette and interpersonal skills
• Strong computer skills and ability to navigate multiple systems simultaneously
• Ability to work independently in a remote environment
• Reliable internet connection and quiet professional workspace
• Strong organizational and multitasking abilities

Preferred Qualifications

• Prior medical office or healthcare call center experience
• Experience with EMR systems such as eClinicalWorks
• Knowledge of medical terminology, insurance verification, and referral processes
• Rheumatology experience preferred but not required

Skills and Competencies

• Exceptional customer service skills
• Professional and compassionate communication
• Attention to detail and accuracy
• Ability to remain calm under pressure
• Time management and dependability
• Team-oriented mindset
• Problem-solving abilities

Work Environment

• Fully remote position
• Must maintain HIPAA-compliant remote workspace

Physical Requirements

• Prolonged periods of sitting and working on a computer
• Ability to speak clearly and hear adequately for phone communication
• Ability to type and use standard office equipment

Benefits

• Health insurance
• Paid time off
• Paid holidays
• 401(k) options
• Supportive team environment