FL/ CS - Customer Service Rep - Senior/ UHGJP00050159

  • Location
    Tampa, Florida
  • Job type
  • Category
    Call Center & Customer Service - Customer Service

Adecco is assisting a Global Healthcare Provider with an Senior Customer Service Representative in TAMPA, FL.


Duration: 5 months

Location: TAMPA, FL

Pay Rate: $16 / hr

Shift: 8 am - 5pm




Specific Duties: 

Working in a call center environment under supervision, this position handles inbound calls from patients, patient representatives, providers and other medical staff. Practicing quality clinical skills and strictly adhering to established protocols, handles patient inquiries and requests. When appropriate, refers medically related inquiries/requests and complaints to clinic staff for intervention and resolution. 


Also assists callers with general contacts including, but not limited to, appointment scheduling, general facility and provider information, general requests, medical records requests and issue resolution. 
Works collaboratively with clinic staff and other departments to provide an exceptional patient experience. 


Essential Job Functions 
1. Work effectively in a structured, production environment. 
2. Adhere to daily schedules and assignments 
3. Strictly adheres to established advanced protocols to handle incoming contacts including, but not limited to, prescription refill requests, lab results, x-ray results, medical triage assessments, medical inquiries and referral requests. 
4. Assists callers with general contacts including, but not limited to, appointment scheduling, general facility and provider information, general requests, medical records requests and issue resolution. 
5. Verify and update patient information in the clinical information system. 
6. When appropriate, assigns electronic tasks to clinic staff to intervene with medically related inquiries and requests and to address concerns. 
7. Contact patients to remind of appointments. 
8. Contact patients to communicate special outbound call campaign messaging. 
9. Review patient chart (in EMR) to ensure core measures are being addressed and met per protocol and takes appropriate action when they are not, i.e., schedule services. 
10. Assist patients with identification of and connectivity to community and program resources to assist with non-medical needs, (Pharmacy assistance programs, meals on wheels, LIS). 
11. Document thoroughly all calls and actions taken within core systems. 
12. Performs all other related duties as assigned. 

Minimum Required Education, Experience & Skills 

  • Associates Degree in healthcare 
  • Unrestricted LVN/LPN license in applicable states 
  • Two years experience in healthcare environment with direct customer contact 
  • Ability to respond appropriately to patient questions regarding tests and treatments 
  • Ability to exercise sound judgment in the handling of complex medical assistant inquiries per protocol 
  • Ability to work effectively in a fast paced call center environment 
  • Ability to adhere to daily schedules and duties 
  • Ability to think critically 
  • Ability to effectively de-escalate and resolve issues 
  • Excellent listening skills 
  • Excellent Customer Service voice and demeanor 
  • Excellent telephone etiquette 
  • Excellent oral and written communication skills 
  • Excellent problem solving skills 
  • Excellent demonstration of caring and compassion 
  • Strong computer experience (data entry, screen navigation, keyboarding) 
  • Strong desire to work with the elderly 

Preferred Education, Experience & Skills 

  • Familiarity with managed care 
  • Medical office experience 
  • Electronic Medical Record experience 
  • Bilingual (English and Spanish) 

Dress Code: Business Casual


**Must be eligible to work for any employer in the U.S. without sponsorship / NO corp to corp or 3rd party contracting arrangement / Adecco W2 only and not require relocation assistance.


***Successful completion of a full background check, drug screen, employment verification, educational verification and reference checks required upon offer.

Click on “Apply Now” to be considered for this position or other opportunities with Adecco.


If you have any questions surrounding the application process, please reach out to: julie.bruce@adeccona.com or call 631-844-7635. 

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Reference number US_EN_99_028082_11915586