Call Center Representative

• Answer all customer care telephone calls and inquiries
• Process and administer customer care and quality assurance paperwork and information
• Maintain customer care records and support department activities
• Place and receive inbound calls, including transferred calls from homeowners
• Respond to customer requests and input service request data
• Receive and process homeowner service requests, including settlements, releases, and check requests
• Collect, input, and distribute weekly project Customer Care status reports
• Maintain the RCC filing system for projects and individual homesites
• Support Customer Care associates as needed
• Provide on-the-job training for new employees
• Generate customer letters and emails
• Send and receive surveys from customers and field associates
• Perform other duties as assigned

Regional Call Center Coordinator

• Provide for patient needs through the nursing process: assessment, planning, implementation, and evaluation
• Organize and supervise care provided by supportive personnel
• Coordinate care provided by ancillary services
• Include patients and significant others/families in developing an individualized plan of care
• Educate patients, significant others, and families about their disease process and plan of care
• Serve as patient advocate
• Provide care to patients requiring treatment for medical, surgical, chronic, and minor injury or illness conditions
• Virtually monitor patients in the Hospital at Home program through the 24-hour command center

Registered Nurse, Virtual Hospital at Home Contact Center

• Provide for patient needs using the nursing process: assessment, planning, implementation, and evaluation
• Organize and supervise care provided by supportive personnel
• Coordinate care provided by ancillary services
• Include patients and significant others/families in developing an individualized plan of care
• Educate patients, significant others, and families about their disease process and plan of care
• Serve as patient advocate
• Provide care to patients requiring treatment for medical, surgical, chronic, minor injury, or illness conditions

Registered Nurse, Nights, Virtual Hospital at Home Contact Center

• Provide for patient needs using the nursing process: assessment, planning, implementation, and evaluation
• Organize and supervise care provided by supportive personnel
• Coordinate care provided by ancillary services
• Include patients and significant others/families in developing individualized plans of care
• Educate patients, significant others, and families about their disease process and plan of care
• Serve as patient advocate
• Provide care to patients requiring treatment for medical, surgical, chronic, minor injury, or illness conditions
• Virtually monitor patients through the Hospital at Home command center

Registered Nurse, Part-Time, Virtual Hospital at Home Contact Center

• Provide strategic and operational leadership for the Bank’s customer contact center and enterprise fraud operations functions
• Oversee the VP, Call Center Manager and AVP, Fraud Operations Manager, with indirect oversight of Customer Support Representatives and Fraud Operations Specialists
• Establish departmental objectives, service standards, performance measures, staffing plans, and operating priorities
• Oversee customer support, escalations, complaint resolution, quality assurance, workforce management, productivity, and customer experience standards
• Oversee fraud prevention, detection, investigation, claims and dispute resolution, ACH/EFT, debit card, digital banking, and wire fraud activities
• Monitor performance, service, quality, loss, productivity, complaint, and risk indicators; analyze trends and report recommendations to executive management
• Drive process improvement, capacity planning, automation, and operating model enhancements
• Maintain policies, procedures, internal controls, records, reconciliations, and business continuity capabilities
• Ensure compliance with federal and state laws, regulations, payment rules, Bank policies, service standards, and internal control requirements
• Partner with Risk, Compliance, BSA/AML, Legal, Internal Audit, Technology, Enterprise Data Analytics, Branch Banking, Deposit Operations, and other stakeholders
• Oversee third-party providers and technology platforms, including service performance, issue resolution, controls, and contract obligations
• Sponsor or support projects involving customer-facing systems, telephony, digital banking, payment services, fraud tools, workflow, data, and operating process changes
• Provide leadership during service interruptions, fraud events, emerging threats, and operational incidents
• Develop managers and staff through coaching, performance management, succession planning, cross-training, and professional development
• Prepare and present executive-level updates on service performance, fraud trends, operational risk, control effectiveness, initiatives, and resource needs
• Manage departmental budgets, staffing, vendor costs, and other resources
• Keep the EVP, Chief Operations Officer informed of material issues, fraud events, emerging risks, service deficiencies, and corrective actions
• Complete assigned projects and other duties as requested

VP, Customer Contact Center – Fraud Operations

• Contact existing customers to remind them to renew annual service agreements
• Follow up with customers who have outstanding balances
• Process credit card and check payments over the phone
• Document customer interactions, payments, and account updates accurately
• Explain service agreement coverage and plan limitations
• Create service support tickets when needed
• Resolve payment issues and follow up on outstanding accounts
• Meet sales goals and key performance indicators (KPIs)
• Maintain accurate records while adhering to company policies and procedures
• Help customers maintain protection and peace of mind through annual service agreements

Call Center Sales Agent

• Educate patients on chronic pelvic pain conditions and PRM’s treatment approach
• Actively listen to patient concerns and provide clear, supportive guidance
• Ensure every patient interaction reflects PRM’s standards of excellence and care
• Handle inbound and outbound calls, texts, and emails from new and existing patient leads
• Qualify patients based on clinical appropriateness and readiness for consultation
• Address hesitations and objections using a patient-centered, educational approach
• Accurately document and navigate all patient interactions in CRM/EHR systems
• Track lead status, outcomes, and follow-up activity
• Maintain compliance with HIPAA and PRM policies

Call Center Patient Advocate, Patient Intake & Admissions

• Support participant recruitment through planning and execution of recruitment strategies using media and community outreach
• Train new employees
• Liaise with the Recruitment Supervisor, Screening Supervisor, Physicians, and Study/Project Managers
• Provide backup for Clinical Pharmacology Recruitment SharePoint and liaise with the call center
• Set up studies in Recruitment SharePoint based on protocols for all Clinical Pharmacology sites, including screening appointments
• Produce study recruitment reports and warm calling lists
• Distribute and update the recruiting manual
• Notify the Recruitment Supervisor or designee of concerns or problems
• Coordinate necessary screening information with the screening department
• Monitor and assess advertising response and scheduled screening appointments
• Monitor recruitment progress and report to management
• Assist with maintaining subject status updates in the database
• Assist with compiling monthly management reports
• Advise call center staff and review their work for quality
• Monitor call center staff to ensure exemplary customer service and high panel fill rates
• Assist with recruitment activities for enrolling studies at each Clinical Pharmacology site, including advertisement creation
• Perform other duties as assigned

Call Center Coordinator II

• Support review and analysis of contact center operational processes
• Provide data-driven insights related to operational targets, best practices, and training programs
• Gather, analyze, and interpret contact center data and operational processes for leadership reports
• Identify operational improvement opportunities and recommendations for remediation
• Prepare financial and quality impact analyses and final reports
• Perform preliminary analysis of testing results and identify potential causes of failure
• Track operational processes, develop dashboards, and evaluate improvement opportunities
• Notify contact center employees about process improvement opportunities and provide short-term resolutions
• Develop and maintain dashboards to assess operational performance and identify trends
• Document best practices, policies, and standards in desktop procedures
• Support ongoing training programs for service, quality, efficiency, and productivity
• Perform other duties as assigned

Contact Center Operations Analyst I

• Deliver the highest level of customer service experience
• Speak to Medicare/Medicaid eligibility recipients about healthcare coverages, options, and eligibility
• Assist consumers with account creation and account management
• Reset passwords
• Answer customer calls
• Upload documents while answering calls from consumers
• Engage with customers over the phone and reply to online chat inquiries
• Update bill and payment preferences
• Describe benefits and coverages to customers
• Work in rapidly changing environments and support special projects as needed

Call Center Representative jobs in Florida