Patient Service Representative | UF Heart & Vascular (Jax) | Full-time | Days

Overview: Job Title:Patient Service Rep Reports To:Manager, Call Center Office Location:Jacksonville, FLResponsibilities: • Answer inbound calls, 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.Qualifications: 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.