Millennium Physician Group
  • 28-Jun-2017 to 09-May-2019 (EST)
  • North Fort Myers, FL, USA
  • Hourly
  • Full Time

Call Center Patient Connection Representative: 

The Call Center Patient Connection Representative plays a crucial role as they are the liaison between our patients and medical practices within the Millennium Physician Group family.  They are responsible for providing world-class care to Millennium's patients and are the first point of contact via telephone with the patient.  Successful candidates within the call center must be team players who demonstrate a positive and friendly attitude.  The Representative must remain calm under pressure and possess excellent communication skills. The Representative demonstrates attention to detail, retains knowledge and possesses a maturity level that allows them to have the poise and professionalism to deal with our patients in the most difficult circumstances.  An excellent communicator in both verbal and written forms, they work cross-functionally with RX Hub, Nurse triage and the medical practices. 

Essential Duties and Responsibilities include the following: 

  • Identify patient needs through handling of incoming calls, clarify information, research issues and provide appropriate solutions and/or alternatives
  • Screen calls and ensure they are transferred to the appropriate party or department
  • Learn protocol to take appropriate steps in an urgent call situation 
  • Ensure pertinent data is entered into the patient's record in an accurate and thorough manner
  • Able to multi-task in a high call volume setting
  • Meet performance metrics, goals, and outcomes in a fast-paced, high performing team based setting


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Requires a high school diploma or general education degree (GED) and 1+ years of customer service or call center experience. 

  • 1+ years of customer service experience (preferred within a call center or healthcare field) 
  • Ability to type at minimum 35wpm
  • Experience working in a fast-paced environment 

This is a call center setting where employee is sitting at a desk, taking inbound phone calls for approximately 7.5 to 8 hours per day; working with a headset, phone and computer.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

Reasoning Ability

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Athena Database software; Microsoft Excel Spreadsheet software and Microsoft Word Processing software.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.  The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.





Full Job Description
Millennium Physician Group
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