WHO WE ARE & WHAT WE DO Tallahassee Memorial Healthcare (TMH) is a private, nonprofit community-based healthcare system that provides care to a 22-county region in North Florida and South Georgia. We are a career destination with over 6,000 colleagues who reflect the diversity of our community. TMH is the region's healthcare leader and top provider of advanced care with a 772-bed acute care hospital and the region's only: • Level II Trauma Center • Primary Stroke Center • Level III Neonatal Intensive Care • Pediatric Intensive Care • The most advanced cancer, heart and vascular, orthopedic & surgery programs in the Panhandle. Our system also includes a psychiatric hospital, multiple specialty care centers, six residency programs and more than 50 affiliated physician practices. - Essenctial Duties and Responsibilities: • Answer a multiline telephone system for over 80 providers • Provide superior patient experience by practicing the AIDET communication model • Record patients’ medical history and personal information • Schedule, cancel, and reschedule appointments • Submit requests and relay information to and from clinical staff • Copy, file, and maintain paper and electronic documents • Handle incoming and outgoing correspondence • Adhere to specific schedule as provided by management • Adhere to 80% availability, 60 second hold, 80% quality assurance scores, and 90% answer rate goals • Participate in projects such as bump lists and other workqueue activities • All other duties as assigned Knowledge, Skills, and Abilities Required: • High School Diploma or equivalent is required, with college degree preferred • Experience with electronic health records (EHRs) • Previous experience working as a patient access or call center representative – preferred • MA certification – preferred • Computer skills, including Microsoft Office (Word, PowerPoint, and Excel) as well as email and Teams • Strong customer service skills • Discretion and the ability to handle confidential information • Organization skills and the ability to multitask • Compassion and a calm, professional demeanor • Keen attention to detail • Excellent verbal and written communication at all organizational levels • Possesses ability to handle a high volume of calls in a pleasant, professional manner • Interacts well with patients, coworkers, and management • Always displays professionalism, especially under pressure in a fast-changing environment