Contact Center Representative - Lee Physician Group Contact Center

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

Department: LPG Contact Center

Work Type: Full Time

Shift: Variable - Will be assigned set shift once offered

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

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.

Patient Access Specialist I / Contact Center Representative

Are you energized by a fast-paced, high-production contact center environment? Do you thrive on metrics, multitasking, and structure? If youre seeking a role where your performance directly impacts patient access to care, we want you on our team!

Why Join Us?

Our Contact Center is the front door to patient care, handling 25,00028,000 calls per week. As a Patient Access Specialist I, youll be the voice patients hear when they schedule appointments, ask questions, or need guidance. Youll play a critical role in delivering an excellent patient experience, while working alongside a supportive team that values efficiency, accuracy, and professionalism.

What Were Looking For:

• Contact Center background highly preferred youre comfortable taking back-to-back calls (up to 100 per shift)

• Ability to multitask across dual monitors while navigating multiple systems

• Strong communication skills and attention to detail

• Ability to handle a structured, metric-driven environment where expectations are clear and measurable

• Must complete a typing test and meet a minimum of 30 WPM

Performance Metrics Youll Be Measured On:

• Call Volume: Up to 100 calls per shift

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

• Non-call Time: Must remain under 20%

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

• Adherence: Must follow assigned schedule at 90% or higher

Note: This is a production-based role in a fast-paced, high-pressure environment. If you enjoy structure, accountability, and thrive under performance expectations, this is the right place for you.

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. Efficiency in 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. 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.

• 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 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