Contact Center Representative - Lee Physicians Group

Location: Orion Building - 6630 Orion Drive Fort Myers FL 33912

Department: LPG Contact Center

Work Type:Full Time

Shift:Will receive set schedule post 4 week training schedule upon offer.

Minimum to Midpoint Pay Rate:$15.64 - $18.75 / hour

Join Our High-Energy Contact Center Team!

Are you energized by fast-paced work and thrive in a structured, high-volume environment? Our Contact Center is seeking dedicated, customer-focused professionals who can confidently manage back-to-back calls while delivering an outstanding experience to every patient.

What Youll Do

• Handle up to 100 inbound calls per shift as part of a team that manages 25,00028,000 calls weekly

• Support patients with scheduling, safety, and service needs while maintaining accuracy and professionalism

• Deliver excellent service with compassion, efficiency, and attention to detail

Performance Expectations

• Average Handle Time (AHT): 4.5 minutes per call

• Non-Call Time: Keep below 20% (monitored & coached as needed)

• Quality Assurance (QA): 80% accuracy in patient experience, safety, and scheduling guidelines

• Adherence: Follow schedule at 90% or higher
  This is a production-based environment that can be fast-paced and demanding

Why Youll Love It Here

• Be part of a mission-driven organization where every call makes a difference in someones healthcare journey

• Work with a collaborative, supportive team that values consistency and reliability

• Grow in a structured, performance-driven role with opportunities to make an impact

What Were Looking For

• High-volume contact center experience preferred

• Strong multitasking, communication, and problem-solving skills

• Ability to stay calm, professional, and positiveeven under pressure

We want you to feel confident and ready to shine! Heres what to expect:

Step One: Recruiter Interview

• Interview via WebEx with our Recruiter, Lara King

• Focus will be on your experience and ability to thrive in a high-volume contact center

Step Two: Typing Test (Onsite)

• If selected to move forward, youll be asked to come onsite for a typing test

• You must pass with a minimum of 30 Words Per Minute (WPM)

Step Three: Group Interview with Leadership (Same Day)

• If you pass the typing test, youll go straight upstairs for a group interview with the Lee Physician Group Contact Center Leadership Team

• This step happens the same day as your typing test

Tips for Success

• Dress professionally for all interviews and onsite visits

• Practice behavioral-based interview questions (e.g., Tell me about a time you handled a difficult customer or Give an example of how you stayed productive in a fast-paced environment)

If youre ready to bring your contact center expertise to a team where every call matters, apply today!

The Patient Access Specialist position is very often the first point of contact with LMHS for information and the scheduling of appointments, and/or recording of patient communication. Therefore, it requires excellent verbal and customer service skills. This role involves taking inbound calls from patients, providers, outpatient facilities and offices. The Patient Access Specialist plays a key role in LMHS success, as his/her immediate interaction with patients, impacts revenue, repeat visits and patient satisfaction. Therefore, the efficiency of getting it right the first time, while giving great customer service is an essential function of this job. The person in this role must be committed to delivering the highest quality service with an exceptional patient experience. The Patient Access Specialist responsibilities include utilizing our practice management system to facilitate access to care through registration, scheduling and recording of patient communications for 300+ providers and/or 1100+ different procedure/appointment types. This person will handle a variety of incoming customer inquiries or requests and will use the appropriate resources to complete accurate responses. In addition to taking inbound calls from patients and offices, this position could require utilizing a work queue to make outbound calls to patients per physician order to schedule their outpatient procedure(s) and/or office visits. The person in this position must be comfortable in a fast paced environment, and possess the ability to prioritize, be extremely detailed, organized, and flexible. In addition, they will exhibit a strong desire and willingness to learn and grow with the department.

Educational Requirements

• High School Diploma or Equivalent Required

• Post high school training or college preferred

Experience Requirements

• 1 Year Customer Service Required

• 1 Year Scheduling Preferred

• Epic experience a plus

State of Florida Licensure Requirements

• Not Required

Certifications/Registration Requirements

• None Required

Other Requirements

• Medical terminology knowledge desired

• Knowledge and understanding of telephone etiquette including strong listening skills are essential

• Excellent customer service, including verbal and written communication skills are required

• Must be able to type 30 words per minute

• Data entry skills and good computer skills are required including knowledge of Microsoft Office

• Bilingual ability helpful

US:FL:Fort Myers