Patient Service Representative

COMPANY DESCRIPTION

First Coast Heart and Vascular partnering with CVA USA is committed to building a network of America’s leading cardiologists. We invest in our partner practices, help them grow, and support them in delivering high-quality, high-value care.

OVERVIEW

We are looking for a polite, professional Patient Services Representative to work closely with other team members to provide outstanding service to patients and healthcare providers for a rapidly growing cardiology practice in Florida. The Patient Services Representative will help patients seeking cardiovascular care, understanding their needs, and ensuring they receive a positive experience. To be a successful call center representative, you should be customer-focused, detail oriented, and efficient. This is a full-time position at our University Blvd location. All new employees are required to train in one of our offices as a part of their onboarding process. Applicants should live in Jacksonville, Florida, or surrounding area cities to apply.

Responsibilities:

• Answer inbound calls and schedule office appointments and answer questions for new and established patients.
• Engage in active listening with callers, confirming or clarifying information and diffusing anxiety, as needed.
• Utilize software, databases, scripts, and tools as directed in formal training and regular coaching.
• Route tier 2 calls to the appropriate personnel, as needed.
• Coordinate hospital consults with practice offices.
• Build lasting relationships with patients and other call center team members based on trust and reliability.
• Understand and strive to meet or exceed contact center metrics while providing excellent consistent customer service.
• Make recommendations for appointment times, providers, and locations that may better suit patient needs.
• Learn new technologies and workflows as they are introduced.
• Other related duties, as assigned

Skills and Qualifications:

• High school diploma or equivalent.
• Experience desired, healthcare focused call center experience or call center professionals accustomed to delivering a great caller experience in a high-volume setting. We will also consider medical office staff accustomed to a fast-paced office where they were required to make patient appointments and multi-task.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
• Proficiency with computers and strong typing skills.
• Strong time management and decision-making skills.
• Adaptability and accountability.
• Fluency in Spanish highly desired.
• Seeking experienced call center representative accustomed to high volume and/or doctor's office staff who have worked in a high-volume office and have experience making patient appointments.

First Coast Heart and Vascular provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to religion, race, creed, color, sex, sexual orientation, alienage or citizenship status, national origin, age, marital status, pregnancy, disability, veteran, or military status, predisposing genetic characteristics or any other characteristic protected by applicable federal, state, or local law.

Experience:

• Customer service: 1 year (Preferred)
• Medical terminology: 1 year (Preferred)
• Computer skills: 1 year (Preferred

Job Type: Full-time

Pay: $16.00 - $17.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Uniform allowance
• Vision insurance

Medical Specialty:

• Cardiology

Schedule:

• Monday to Friday

Experience:

• Medical terminology: 1 year (Preferred)
• Computer skills: 1 year (Preferred)
• Customer service: 1 year (Required)

Work Location: In person

Salary : $16 - $17