Virtual Inbound Representative

Millennium Physician Group

Part Time

Must Live in Eastern or Central Time Zone (Florida Preferred)

The Virtual Inbound Representative plays a crucial role as they are the liaison between our patients and medical practices within the Millennium Physician Group family. They are the first point of contact via telephone with the patient. The successful call center candidate will be driven and demonstrate strong customer service skills through effective handling of incoming calls. S/he will have strong typing and computer skills and ability to schedule patient appointments, provide accurate information, and solve complaints and inquiries; always keeping customer satisfaction at the core of every contact.

Work From Home: This role is a remote work from home position, working from the comfort and convenience of your home office. Part time hours are Mon-Fri 9am to 3pm. There is some flexibility of work hours, which will be discussed during the interview process

Requirements for this Remote Opportunity:

• Internet: Broadband or Fiber internet with a minimum of 20Mb download speed that the Teleworker would be hardwired to.
• Equipment: You will be provided with computer, monitors and additional equipment as needed.
• Remote Work: You must have a private room to work to limit distractions and noise.
• Work Hours: This is a Monday through Friday opportunity from 8:00 am to 5:00 pm.
• Training: Majority of training will be conducted virtually but you may be required to commute to the training center for additional/future training. Paid training.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• The virtual call center representative manages large amounts of inbound calls (100-150 calls daily) through delivery of exceptional customer service and support.
• Builds customer trust through empathetic personalized conversations.
• Takes ownership by identifying patient needs, resolves problems by clarifying issues, researching and exploring answers and alternative resolutions and implementing best solutions.
• Implements protocol to take appropriate steps in an urgent call situation.
• Completes and processes records to ensure all pertinent data is entered into the Athena (medical) system in an accurate and thorough manner.
• Meets performance metrics, goals, and outcomes in a fast paced, high performing team based setting.
• Maintains a high level of responsibility and accountability to being punctual and adhering to an assigned schedule.
• Works closely with partner teams to keep up to date on process changes, partners for quick resolution of cross-functional issues, and consults to improve processes.
• Works under supervision of call center manager who provides regular feedback and on- going development.

Knowledge, Skills, and Abilities:

• Proven ability to communicate effectively both verbally and in writing
• Ability to handle calls with professionalism, sensitivity, and diplomacy under pressure
• Must be an independent, motivated worker, and an innovative self-starter
• Must be confident and flexible
• Microsoft Office proficiency a plus
• Strong ability to multitask in a high call volume setting
• Ability to talk and type at least 35 words per minute

Education and/or Experience

High school diploma or general education degree (GED); or 1+ years of customer service/call center experience; or equivalent combination of education and experience. 1+ years of customer service experience (preferred within a call center or healthcare field)

See Full Job Description for more details

Why Millennium?

Millennium Physician Group is one of the largest comprehensive primary care practices with healthcare providers throughout Florida.

At Millennium Physician Group, you will find an organization that focuses on family and building a strong network of people to care for the communities we serve. We are always searching for employees who have a strong customer service attitude, fantastic teamwork skills and a willing smile ready to share.

Our promise is to provide you with the tools to do your job successfully, as well as providing a team atmosphere that empowers you to seek better ways to deliver care to our patients and their families. We also promise to care for you as an individual, and help you grow in your role with Millennium Physician Group.

If you are interested in joining an organization that puts an emphasis on team work and family, then Millennium Physician Group is the right choice