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Bilingual call center rep

Bradenton, FL

Order: 79634
Temp to Permanent

Quality Outreach Specialist (Bradenton) $17 and up and hour

Bilingual a plus!

Full Time




The Quality Outreach Specialist is responsible for friendly, courteous, professional and informative customer service to the company’s patients seeking to enhance patients' engagement, compliance, better health outcomes and satisfaction. Improve quality and access to comprehensive care as well as scheduling appointments to ensure quality measures are met.



• Has an excellent understanding of telephone usage and the operation of the telephone system

• Answers in-coming telephone calls within three (3) rings and accurately directs and/or assists the caller

• Forwards calls accurately to the correct person or extension and ensures that someone is answering on the extension before passing the caller

• Demonstrates competency and proficiency with the electronic medical patient information system

• Calls patients to schedule appointments and accurately enters new or follow-up information into the electronic medical patient information system

• Obtains, verifies, and/or updates demographics and insurance information in the appropriate electronic patient health information systems

• Explains services and operating hours; knowledgeable about services offered

• Informs and guides patients to appropriate resources

• Understands HEDIS, UDS, and ACO measures and other similar quality measure programs

• Ensure appointments are scheduled appropriately, and quality measures are met

• Reaches out to non-compliant patients to determine reasons for non-compliance with applicable quality measures

• Assists with the oversight of collaborative/grants specifically aimed to improve patient compliance and organizational workflow processes in relation to quality measures

• Maintains an open line of communication with leadership team on the status of operations and key performance indicators as it relates to areas of assigned responsibility.

• Obtains and maintains any identified certifications

• Promotes the concept of Provide an Exceptional Experience to Everyone, Every Time

• Completes day-to-day tasks to assure smooth operation

• Supports the mission and vision

• Adheres to all policies, procedures, and standards

• Performs other duties as assigned.



• Excellent listening and interpersonal skills

• Excellent oral and written communication

• Critical/Strategic thinking

• Ability to receive and act upon feedback in a calm, professional manner

• Ability to multi-task and prioritize tasks, projects, and demands

• Ability to work collaboratively with others

• Customer service focus to impact the patient experience

• Ability to connect with patients/others and help them feel at ease

• Ability to effectively interact with customers, staff, and others even in stressful situations

• Comfortable and adept with technology

• Ability to maintain confidences and demonstrate discretion

• Ethical



• HS Diploma/GED

• Hands-on clinical experience, highly preferred; clerical/administrative clinical experience will be considered

• Previous customer service and scheduling experience (preferably in the healthcare field)

• Excellent listening and interpersonal skills

• Experience with Microsoft Excel and general computer usage

• Ability to multi-task and prioritize tasks

• Bilingual (Spanish/English) a plus