Call Center Specialist
On-siteClermont, Florida, United States
Job Summary
Answer high-volume inbound and outbound patient calls, triage inquiries to determine appropriate care levels, and de-escalate concerns with empathy. Schedule, reschedule, and cancel appointments across all SFP Health Group entities while managing the Online Scheduling Sheet daily. Assist with referrals, prior authorizations, lab results, and eligibility verification, documenting all interactions accurately in the EHR system. Maintain a minimum of 80 calls answered daily, complete voicemail tasks, and work the Chase List to ensure follow-ups are completed. Promote wellness programs, educate patients on preventative care, and reduce no-shows through timely engagement. Collaborate with clinical teams to improve patient outcomes while maintaining HIPAA compliance.
Required Qualifications
- High School Diploma or equivalent
- Ability to stand or sit for extended periods of time
- Ability to receive and comprehend instructions verbally and/or in writing
- Ability to use logical reasoning for simple and complex problem solving
- Minimum 3+ years of customer service experience
- Minimum 1+ year of Medical Assistant or healthcare experience
Desired Qualifications
- Medical Assistant certification
- Proficiency in EHR systems (Athena or similar)
- Excellent communication and active listening skills
- Strong multitasking and organizational abilities
- Ability to work in a fast-paced, high-volume environment
- Customer-service driven mindset with empathy and problem-solving skills
- Proficient in Microsoft Office and general computer systems
- Bilingual (English/Spanish)
- Occasional travel for clinic activities
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