Inbound Call Center Representative - Virtual Front Office

Summary:

The Virtual Inbound Call Center Representative plays a crucial role as they are the liaison between our patients and medical practices within the Millennium Physician Group family. They are the first point of contact via telephone with the patient. The successful call center candidate will be driven and demonstrate strong customer service skills through effective handling of incoming calls. S/he will have strong typing and computer skills and ability to schedule patient appointments, provide accurate information, and solve complaints and inquiries; always keeping customer satisfaction at the core of every contact.

Work From Home: This role is a remote work from home position, working from the comfort and convenience of your home office.

IMPORTANT: Candidates need to be located within a 1-2 hour driving commute to our Valrico Fl, Location and will be required to commute to that office as needed for initial training and future training sessions.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

The virtual call center representative manages large amounts of inbound calls through delivery of exceptional customer service and support.

• Builds customer trust through empathetic personalized conversations.
• Takes ownership by identifying patient needs, resolves problems by clarifying issues, researching and exploring answers and alternative resolutions and implementing best solutions.
• Implements protocol to take appropriate steps in an urgent call situation.
• Completes and processes records to ensure all pertinent data is entered into the Athena (medical) system in an accurate and thorough manner.
• Meets performance metrics, goals, and outcomes in a fast paced, high performing team based setting.
• Maintains a high level of responsibility and accountability to being punctual and adhering to an assigned schedule.
• Works closely with partner teams to keep up to date on process changes, partners for quick resolution of cross-functional issues, and consults to improve processes.
• Works under supervision of call center manager who provides regular feedback and on- going development.

Knowledge, Skills, and Abilities:

• Proven ability to communicate effectively both verbally and in writing
• Ability to handle calls with professionalism, sensitivity, and diplomacy under pressure
• Must be an independent, motivated worker, and an innovative self-starter
• Must be confident and flexible
• Microsoft Office proficiency a plus
• Strong ability to multitask in a high call volume setting
• Ability to talk and type at least 35 words per minute

Requirements for this Remote Opportunity:

• Internet: Broadband or Fiber internet with a minimum of 20Mb download speed that the Teleworker would be hardwired to.
• Equipment: You will be provided with computer, monitors and additional equipment as needed.
• Remote Work: You must have a private room to work to limit distractions and noise.
• Work Hours: This is a Monday through Friday opportunity from 8:00 am to 5:00 pm.
• Training: Majority of training will be conducted virtually but you may be required to commute to the training center for additional/future training. Paid training.
• IT Support: During initial set up of equipment or with IT issues, support would be initiated by Teleworker through the Service Desk and if needing to physically pick up equipment, will be scheduled by IT for pick up at field office locations in Port Charlotte, Fort Myers, Naples and Jacksonville).

People who enjoy and succeed in this role: (Attributes)

• Have a positive customer service attitude and are energized by helping people
• Assimilate information and listen well in a call center setting
• Have a strong work ethic that includes thoroughness and attention to detail
• Understand that success comes from working together (team player)
• Adapt to changing