Associate Customer Service Representative (Florida)-Jacksonville-Hybrid

Job description

Job Description Manages low complexity patient calls to the Health System's enterprise-wide centralized call center. Assists with appointment scheduling, messaging physicians (test results, clinical advice, medication request, etc.), and patient navigation to support Health System goals. Fulfills patient needs, resolves issues, and ensures patient satisfaction. Job Responsibility: 1.Provides best-in-class patient experience via phone through the Health System's centralized call center, handling lower complexity technical service/support duties and inquiries. 2.Responds to inbound and outbound patient calls related to basic scheduling needs, routine messages to physicians (e.g., standard test result notifications, general clinical advice, medication refill requests), and other straightforward patient requests. 3.Follows standard escalation process for patients experiencing clinically urgent issues, recognizing situations beyond the scope of the Associate role. 4.Escalates complex questions, problems, and unfamiliar scenarios to more senior team members for guidance and support. 5.Schedules routine patient appointments using guided decision support technology. 6.Fully register and ve...