Call Center Agent - Remote Position at Orlando Health

About the Role

Join Florida Medical Clinic at Orlando Health as a Call Center Agent, working remotely with initial onsite training located in Land O' Lakes, FL. This position supports patients, hospitals, staff, and community health care providers by managing high-volume phone communications in a patient-focused call center environment.

The office hours are Monday through Friday, 8:00 AM to 5:00 PM. The agent will perform intake triage, schedule appointments, and assist with other patient needs following provider protocols and organizational procedures.

Core Duties

• Handle assigned department or queue overflow calls while adhering to approved standards.
• Respond professionally to calls and provide assistance to callers.
• Follow established task guidelines ensuring the accuracy and completeness of information given.
• Process web appointment requests as assigned.
• Complete required end-of-day procedures.
• Maintain consistent and punctual attendance in alignment with Orlando Health policies and applicable laws.
• Adhere to all organizational policies and procedures.
• Carry out additional duties as assigned by supervisors.

Additional Responsibilities

• Perform incidental and related tasks as required.
• Keep the work area organized and tidy.
• Support maintenance of clinical supplies inventory.

Qualifications

• High school diploma or equivalent mandatory.
• Minimum of two years in related roles such as clerical customer service, high-volume call centers (200+ calls daily), physician offices, insurance billing, or other healthcare-related work.
• Preferred: One year of clinical experience (e.g., CMA, MA, CNA) or hospitality/concierge service in healthcare settings.
• Familiarity with medical terminology is advantageous.
• Strong computer literacy demonstrated through experience with various software and systems.
• Excellent interpersonal, customer service, and communication skills are essential.
• Ability to perform effectively under stressful, emergency, or unusual circumstances.
• Capability to multitask while maintaining patient-centered focus and sound judgment.

Why Work Here?

• Robust educational support including tuition reimbursement, Public Service Loan Forgiveness, and leadership programs.
• Comprehensive health benefits covering medical, dental, vision, and wellness programs with free virtual visits.
• Financial incentives with up to 5% employer matching on retirement contributions.
• Work-life balance through four weeks paid parental leave, personal time off, and flexible leave options.
• Family and pet-oriented benefits including fertility assistance, adoption support, backup care for dependents and pets, plus pet insurance.

Diversity Commitment

Orlando Health values the uniqueness of each team member. It fosters an inclusive environment where diverse perspectives and collaboration enable exceptional care for patients and families across the community. Individuals of all backgrounds, beliefs, and expressions are encouraged to join.