Call Center Agent - REMOTE - LOL

Position Summary

Orlando Health

Job Title: Call Center Agent

Office Hours: Monday - Friday, 8:00 AM to 5:00 PM.

Department: Call Center

Onsite training for 8 weeks in Land O' Lakes, FL.

Position Summary:To deliver excellent patient centered service while providing information regarding services to patients, hospitals, staff and community health care providers in a high-volume call center environment. Perform intake triage, appointment scheduling and other patient requests based on provider protocols and policies and procedures.

Why is Orlando Health your best place to work?

✅ Education & Career Growth – Tuition reimbursement, Public Service Loan Forgiveness (PSLF), and leadership development programs.

✅ Health & Wellness – Comprehensive medical, dental, vision, free virtual visits, and well-being programs.

✅ Financial & Retirement – Up to 5% employer match on retirement contributions.

✅ Work-Life Balance – Four weeks of paid parental leave, PTO, and flexible leave options.

✅ Family & Pet Support – Fertility benefits, adoption assistance, backup care for children/elders/pets, and pet insurance.

Responsibilities

Essential Functions.• Answers assigned department/queue overflow calls, maintaining approved standards• Answers phones and assists callers • Follows tasking guidelines and provides accurate and complete information • Addresses Web Appointment Requests as assigned • Completes the end of day process • Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state, and local standards.• Maintains compliance with all Orlando Health policies and procedures.• Performs all other duties as assigned.

Other Related Functions• Performs other incidental and related duties as required and assigned• Maintains an organized and clean work area• Participates in maintenance of clinical supplies

Qualifications

Education/TrainingHigh School Diploma or equivalent required

Licensure/CertificationNone

Experience

• Two (2) years of related experience required. Relevant experience may include, clerical customer service, call center / high volume phones (200 calls or more daily), physician office, insurance billing, or other health care related• Additional (1) year clinical experience (CMA, MA, CNA), or experience in a health care or hospitality-related industry working with a concierge-style or call center service model preferred• A working knowledge of medical terminology preferred• High level of general computer literacy required, may be demonstrated by successful experience with a variety of computer software packages and/or systems.• Must have excellent interpersonal, customer service, and communication skills. • Must be able to perform under stress when confronted with emergencies, critical, or unusual situations. • Must be able to multi-task effectively, maintaining a high standard of patient focus while generalizing, evaluations, or decisions based on sensory or judgmental criteria.

Orlando Health proudly embraces and honors the individuality of our team members. By sharing different ideas and perspectives and working together as a team, we are better able to relate to, care for and authentically serve our patients and families who make up the collective populations in our community. So, no matter who you are, what you believe or how you express yourself, you are welcome here.