Contact Center Representative - Lee Physician Group

Location: Orion Building -6630 Orion DriveFort Myers FL 33912

Remote Position (Florida Only):After completing the initial training period, this position will be remote for candidates residing in Florida. Employees may work from home but should be prepared for occasional on-site work at an assigned Lee Health location when necessary.

Department: Patient Access Center: Lee Physician Group Contact Center

Work Type: Full Time

Shift: Will receive set schedule upon offer. 5, 8 hour shift style shifts. We have hours of 7am to 7pm

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

Summary

Are you energized by the pace of a high-volume contact center? Do you thrive in a professional, structured environment where performance metrics drive success? If so, this is the role for you.

At Lee Healths Patient Contact Center , we handle 25,00028,000 calls each week , serving as the front door to patient care. As a Patient Access Specialist I , youll be the first point of contact for patients scheduling appointments, seeking information, or needing guidance. Your role is essential in making healthcare accessible, efficient, and compassionate.

Why Youll Love This Role:

• Fast-Paced Atmosphere: Keep your energy high with consistent call flow (up to 100 calls per shift).

• Clear Metrics & Structure: Thrive in an environment where expectations are defined, measurable, and achievable.

• Impactful Work: Every call you take helps patients access the care they need.

• Professional Growth: Gain expertise in healthcare systems while working alongside a supportive, performance-driven team.

What Were Looking For:

• Contact Center experience highly preferred especially in high-volume, back-to-back call environments.

• Ability to multitask across dual monitors and navigate multiple systems.

• Strong communication skills with excellent attention to detail.

• Comfortable in a metric-driven, production-based role.

• Ability to type 30+ WPM (typing test required).

Performance Metrics:

• Call Volume: Up to 100 calls per shift

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

• Non-Call Time: <20%

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

• Adherence: Maintain 90% or higher schedule compliance

Important Note: This is a high-energy, fast-paced environment designed for those who enjoy structure, thrive on accountability, and love the challenge of performance metrics. If that excites you, youll fit right in.

The Patient Access Specialist position is often the first point of contact 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, and offices. The Patient Access Specialist plays a key role in the LPG Contact Center 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 exceptional patient experience. The Patient Access Specialist responsibilities include registration, scheduling and recording of patient communications. This person will handle a variety of incoming customer inquiries or requests and will use the appropriate resources to complete accurate responses. The person in this position must be comfortable in a fast-paced environment, able to work with dual monitors 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.

Requirements

Education:High School Diploma or equivalent required.

Experience:Minimum of 6 months of Customer Service Experience required. Minimum of 6 months of scheduling experience preferred.

Certification:N/A

License:N/A

Other:Medical terminology knowledge desired. Excellent customer service, including verbal and written communication skills are required. Must be able to type a minimum of 30 words per minute. Data entry skills and good computer skills are required including knowledge of Microsoft Office. Epic experience preferred. Bilingual is helpful.

US:FL:Fort Myers