Call Center Representative

Call Center Representative

The Call Center Representative serves as a key point of contact for patients at Suncoast Community Health Centers. This position manages a high volume of inbound and outbound calls, digital inquiries, appointment scheduling across multiple departments, and message routing. The representative ensures accurate documentation, supports clinic operations, and maintains compliance with HIPAA regulations. Success in this role requires strong communication skills, attention to detail, and the ability to thrive in a fast-paced, patient-centered environment.

Duties / Responsibilities :

• Respond to patient inquiries via phone and digital platforms.
• Resolve issues effectively and ensure a positive experience with each interaction.
• Schedule appointments across all departments and accurately document patient messages in the appropriate systems.
• Prioritize message urgency and route calls or requests to the appropriate department or staff member.
• Resolve routine and complex patient issues independently when possible, escalating to supervisors when necessary.
• Maintain accurate and up-to-date patient records in the electronic health record (EHR) system.
• Ensure full compliance with HIPAA regulations when handling patient information.
• Follow all training protocols and operational guidelines to ensure consistent, high-quality service.
• Participate in virtual and in-person team meetings, training sessions, and performance reviews as required.
• Support department and clinic operations by performing additional tasks as needed to enhance patient care.
• Provide feedback to supervisors on customer concerns, recurring issues, or process bottlenecks for improvement.

Required Skills / Abilities :

Education and Experience :

Physical Requirements :

Must be able to travel to various center locations as required.