Description Recently named one of Arizona’s Top Workplaces, Arizona Arthritis & Rheumatology Associates, P.C. is the largest private Rheumatology practice in the United States. The practice has over 60 providers, 15 sites and over 30 employees providing assessment and treatments for rheumatological, podiatric, and electromyography patients. Our providers work together to keep patients healthy, and are recognized for excellence in medicine and for being pioneers in new treatments, ably supported by our Research department. We are an equal employment opportunity employer and will consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability. Our vision is to provide the best Rheumatology care, anywhere and, to balance sustainable operation with the highest possible level of patient care. We are a seeking an ambitious, friendly, positive, and compassionate Bilingual Patient Experience Advocate to join our Patient Experience Team. This purpose of this position is to assist the clinics with interpreting and communicating with Spanish-speaking patients via video conference, phone, and email, including real-time translation between the patient and care team during visits, answering incoming calls, placing outbound calls, exchanging electronic messages/email, and providing other translations for English and Spanish. Fluent Spanish-speaking and writing is required for this role. Additionally, this position will prioritize the answering of inbound calls which may include speaking to, but is not limited to patients, insurance companies, outside providers, and all other callers into the practice, with priority on Spanish speaking patients and other callers. Advocates are expected to provide an excellent patient experience from the patients first call and any other contact attempts to the practice. This includes internal customers such as AARA Providers, Medical Assistants, Front desk staff and Management, etc. Advocates are expected to complete additional tasks as assigned by Patient Experience Manager, Supervisor and Team Lead as needed. Advocates will answer calls from a designated Spanish phone queue as well as the other queues for English speaking patients. RESPONSIBILITIES - Spanish/English language interpretation for Providers and Patients via video conference, phone and written communications such as email - Answer inbound/place outbound calls in Spanish and English to patients - Answer incoming calls for the practice in a polite and professional manner, following department Customer Service guidelines - Conduct all calls with patience, empathy and understanding while using sound judgement, especially with upset callers - Act as a liaison between the patient and their Care Team in clinic - Schedule patients for Provider, lab, Xray and DEXA appointments - Assist patients with general practice information such as directions, appointment confirmations, etc. - Assist patient with Patient Portal enrollment and troubleshooting - Send messages to Administrative Medical Assistants for medication refills, clinical questions, prior authorizations, complaints, etc - Ensure all messages are sent with the appropriate level of detail - Follow all department processes and procedures as trained - Enter insurance information and complete eligibility checks - Place outbound calls to patients as needed for: scheduling, rescheduling, appointment cancellations and to correct any errors made by the employee - Discuss practice policies with patients such as No Show, Cancellation, No Dr Transfer etc - Assist with downtime tasks such as mail processing, interpreter scheduling, voicemails, answering service message and additional tasks as assigned - Communicate effectively and professionally with all internal customers such as Providers, Medical Assistants, front desk staff and Management. - Participate in weekly team huddles during normal working hours and twice-yearly team meetings outside normal working hours Learn more about AARA on our website at http://azarthritis.com Requirements QUALIFICATIONS Essential - Ability to comfortable interpret between English/Spanish - 1+ year of Call Center or relevant administrative experience - 2+ years of Customer Service experience - Written and verbal communication skills - Interpersonal skills - Basic email/Microsoft office/computer skills Desirable - Customer service in a health care setting preferred - Basic HIPAA knowledge - 2+ years call center experience, especially in a health care setting

Date Posted: 2026-02-27Country: United States of AmericaLocation: Florida - Remote WHY JOIN FCS At Florida Cancer Specialists & Research Institute, we believe our people are our strength and we invest in them. In addition to having a positive impact on the people and communities we serve, associates benefit from significant professional opportunities, career advancement, training and competitive wages. Offering competitive salaries and comprehensive benefits packages to include tuition reimbursement, 401-K match, pet and legal insurance. A LITTLE BIT ABOUT FCS Since 1984, Florida Cancer Specialists & Research Institute & Research Institute (FCS) has built a national reputation for excellence. With over 250 physicians, 220 nurse practitioners and physician assistants and nearly 100 locations in our network. Utilizing innovative clinical research, cutting-edge technologies, and advanced treatments, we are committed to providing world-class cancer care. We are recognized by the American Society of Clinical Oncology (ASCO) with a national Clinical Trials Participation Award, FCS offers patients access to more clinical trials than any private oncology practice in Florida. Our patients have access to ground-breaking therapies, in a community setting, and may participate in national clinical research studies of drugs and treatment protocols. In the past five years, the majority of new cancer drugs approved for use in the U.S. were studied in clinical trials with FCS participation prior to approval. Through our partnership with Sarah Cannon, we are one of the largest clinical research organizations in the United States. Often, FCS leads the nation in initiating research studies and offering ground-breaking new therapies to patients. Come join us today! Summary: The Patient Contact Center fulfills FCS’s mission by providing world class consumer care by following it values and service standards. The Patient Contact Center department will support the practices with scheduling all various appointments, from clinic services, internal and external radiology services etc. Schedule patients via incoming and outbound calls with a focus on customer service under a contact center manager team as assigned. Provides operational support in delivery of patient care in a call setting environment. Responsible for meeting and exceeding standard consumer care metrics such as answering phones in a timely and professional manner, scheduling appointments efficiently and accurately, obtain and input insurance information, maintaining compliance standards and provide a quality consumer experience by meeting consumers’ needs. PRIMARY TASKS AND RESPONSIBILITIES: - Builds relationships with patients, consumers and co-workers in a virtual setting, typically via the telephone or Microsoft Teams. - Handles inbound and outbound calls for multiple clinics from various entities to assist and or route to the appropriate assigned practices/team breakdown. - Communicates in a cordial, professional manner with patients via phone. - Meets daily, weekly and monthly qualitative and quantitative performance metrics. - Cross trained in Contact Center Supervisor/Manager Team area(s). - Schedules patients for medical office/testing/radiology visit appointments. - Transfers callers to appropriate department / location when necessary. - New patient registration (inputting demographic information, insurance information, etc.). Complete new patient process and schedule accordingly. - Works with online scheduling system and EHR. - Follows federal, state laws and company guidelines to be compliant with patient records. - Verifies patient data and insurance to ensure it is updated for accurate billings. - Handles patient concerns or refers to administration appropriately. - Fills patient cancellation slots efficiently in keeping schedules booked for the practitioners. - Maintains company equipment according to company guidelines and reports equipment concerns to immediate leader. - Respond timely to incoming calls and route calls or take message as appropriate. - Maintain individual and departmental metrics and KPI’s. - Schedule appointments for multiple clinics and physicians as directed by clinic and provider guidelines. - If outside testing requires preparation, give the patient the preparation and explain process to patient/family member. - Collect patient payments based on standard operating procedure. - Document/update EMR with required information based on standard operating procedure. attend meetings and training sessions and report any changes or concerns to the supervisor. - Must establish and maintain effective work relationships with new and existing customers through a high degree of professionalism and excellent interpersonal/communication skills. - Comply with all Federal, State laws and regulations pertaining to patient care, patients’ rights, safety, billing, human resources and collections. Adhere to all Company and departmental policies and procedures, including IT policies and procedures and Disaster Recovery Plan. EDUCATION/CERTIFICATIONS & LICENSES: - High School Graduate or Equivalent - Previous customer service experience. EXPERIENCE: - 1+ years’ experience in the Health Care preferred. - Call center experience preferred. - Proven ability to train and audit others. CORE COMPETENCIES, KNOWLEDGE/SKILLS/ABILITIES: Individuals must possess these knowledge, skills and abilities and be able to explain and to demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities. - Proficient with computer programs: Email, PowerPoint, Excel, Word. - Demonstrates interpersonal skills by effectively communicating with all levels of management, staff and outside vendors and patients. - Strong emphasis on organizational skills and strong attention to detail and ability and willingness to multi task. - Ability to deal with data that is of a sensitive and confidential nature. - Ability to work independently and in a team environment. - Displays professional interactions with all levels of internal and external patients’/customers as demonstrated by work history and interview process. - Excellent verbal and written communication skills. KNOWLEDGE AND SKILLS PREFERRED: - Knowledge of EHR. - Any combination of education, training or experience that provides the knowledge, skills and abilities required to successfully accomplish the assigned duties and responsibilities of the position. VALUES: - Patient First – Keeping the patient at the center of everything we do. - Accountability – Taking responsibility for our actions. - Commitment & Care – Upholding FCS vision through every action - Team – Working together, one team, one mission. Expectations for all Employees Every FCS employee is expected to regularly conduct themselves in a professional and respectful manner, to comply with all labor laws, workplace policy and workplace practices. Employees are expected to bring issues of any forms of workplace harassment, discrimination or other potential improprieties to the attention of their management or the human resources department. SCREENINGS – Background, drug, and nicotine screens Safeguarding our patients and each other is an important part of how we deliver the best care possible to the communities we serve. All offers of employment at Florida Cancer Specialists & Research Institute are contingent upon clear results of a thorough background screening. Additionally, as a condition of employment, FCS requires all new hires to receive various vaccinations, including the influenza vaccine, barring an approved exemption. In addition, FCS is a drug-free workplace, and all new hires will be subject to drug/ nicotine testing. Medical Marijuana cards are not recognized. EEOC Florida Cancer Specialists & Research Institute (FCS) is committed to helping individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at FCS, please email FCS Recruitment (Recruiter@FLCancer.com) for further assistance. Please note this email address is intended to request an accommodation as part of the application process. Any other correspondence will not receive a response. FCS is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status. Click HERE to access the Florida Agency for Healthcare Administration

Date Posted: 2026-03-20Country: United States of AmericaLocation: Florida - Remote WHY JOIN FCS At Florida Cancer Specialists & Research Institute, we believe our people are our strength and we invest in them. In addition to having a positive impact on the people and communities we serve, associates benefit from significant professional opportunities, career advancement, training and competitive wages. Offering competitive salaries and comprehensive benefits packages to include tuition reimbursement, 401-K match, pet and legal insurance. A LITTLE BIT ABOUT FCS Since 1984, Florida Cancer Specialists & Research Institute & Research Institute (FCS) has built a national reputation for excellence. With over 250 physicians, 220 nurse practitioners and physician assistants and nearly 100 locations in our network. Utilizing innovative clinical research, cutting-edge technologies, and advanced treatments, we are committed to providing world-class cancer care. We are recognized by the American Society of Clinical Oncology (ASCO) with a national Clinical Trials Participation Award, FCS offers patients access to more clinical trials than any private oncology practice in Florida. Our patients have access to ground-breaking therapies, in a community setting, and may participate in national clinical research studies of drugs and treatment protocols. In the past five years, the majority of new cancer drugs approved for use in the U.S. were studied in clinical trials with FCS participation prior to approval. Through our partnership with Sarah Cannon, we are one of the largest clinical research organizations in the United States. Often, FCS leads the nation in initiating research studies and offering ground-breaking new therapies to patients. Come join us today! Summary: The Patient Contact Center fulfills FCS’s mission by providing world class consumer care by following it values and service standards. The Patient Contact Center department will support the practices with scheduling all various appointments, from clinic services, internal and external radiology services etc. Schedule patients via incoming and outbound calls with a focus on customer service under a contact center manager team as assigned. Provides operational support in delivery of patient care in a call setting environment. Responsible for meeting and exceeding standard consumer care metrics such as answering phones in a timely and professional manner, scheduling appointments efficiently and accurately, obtain and input insurance information, maintaining compliance standards and provide a quality consumer experience by meeting consumers’ needs. PRIMARY TASKS AND RESPONSIBILITIES: - Builds relationships with patients, consumers and co-workers in a virtual setting, typically via the telephone or Microsoft Teams. - Handles inbound and outbound calls for multiple clinics from various entities to assist and or route to the appropriate assigned practices/team breakdown. - Communicates in a cordial, professional manner with patients via phone. - Meets daily, weekly and monthly qualitative and quantitative performance metrics. - Cross trained in Contact Center Supervisor/Manager Team area(s). - Schedules patients for medical office/testing/radiology visit appointments. - Transfers callers to appropriate department / location when necessary. - New patient registration (inputting demographic information, insurance information, etc.). Complete new patient process and schedule accordingly. - Works with online scheduling system and EHR. - Follows federal, state laws and company guidelines to be compliant with patient records. - Verifies patient data and insurance to ensure it is updated for accurate billings. - Handles patient concerns or refers to administration appropriately. - Fills patient cancellation slots efficiently in keeping schedules booked for the practitioners. - Maintains company equipment according to company guidelines and reports equipment concerns to immediate leader. - Respond timely to incoming calls and route calls or take message as appropriate. - Maintain individual and departmental metrics and KPI’s. - Schedule appointments for multiple clinics and physicians as directed by clinic and provider guidelines. - If outside testing requires preparation, give the patient the preparation and explain process to patient/family member. - Collect patient payments based on standard operating procedure. - Document/update EMR with required information based on standard operating procedure. attend meetings and training sessions and report any changes or concerns to the supervisor. - Must establish and maintain effective work relationships with new and existing customers through a high degree of professionalism and excellent interpersonal/communication skills. - Comply with all Federal, State laws and regulations pertaining to patient care, patients’ rights, safety, billing, human resources and collections. Adhere to all Company and departmental policies and procedures, including IT policies and procedures and Disaster Recovery Plan. EDUCATION/CERTIFICATIONS & LICENSES: - High School Graduate or Equivalent - Previous customer service experience. EXPERIENCE: - 1+ years’ experience in the Health Care preferred. - Call center experience preferred. - Proven ability to train and audit others. CORE COMPETENCIES, KNOWLEDGE/SKILLS/ABILITIES: Individuals must possess these knowledge, skills and abilities and be able to explain and to demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities. - Proficient with computer programs: Email, PowerPoint, Excel, Word. - Demonstrates interpersonal skills by effectively communicating with all levels of management, staff and outside vendors and patients. - Strong emphasis on organizational skills and strong attention to detail and ability and willingness to multi task. - Ability to deal with data that is of a sensitive and confidential nature. - Ability to work independently and in a team environment. - Displays professional interactions with all levels of internal and external patients’/customers as demonstrated by work history and interview process. - Excellent verbal and written communication skills. KNOWLEDGE AND SKILLS PREFERRED: - Knowledge of EHR. - Any combination of education, training or experience that provides the knowledge, skills and abilities required to successfully accomplish the assigned duties and responsibilities of the position. VALUES: - Patient First – Keeping the patient at the center of everything we do. - Accountability – Taking responsibility for our actions. - Commitment & Care – Upholding FCS vision through every action - Team – Working together, one team, one mission. Expectations for all Employees Every FCS employee is expected to regularly conduct themselves in a professional and respectful manner, to comply with all labor laws, workplace policy and workplace practices. Employees are expected to bring issues of any forms of workplace harassment, discrimination or other potential improprieties to the attention of their management or the human resources department. SCREENINGS – Background, drug, and nicotine screens Safeguarding our patients and each other is an important part of how we deliver the best care possible to the communities we serve. All offers of employment at Florida Cancer Specialists & Research Institute are contingent upon clear results of a thorough background screening. Additionally, as a condition of employment, FCS requires all new hires to receive various vaccinations, including the influenza vaccine, barring an approved exemption. In addition, FCS is a drug-free workplace, and all new hires will be subject to drug/ nicotine testing. Medical Marijuana cards are not recognized. EEOC Florida Cancer Specialists & Research Institute (FCS) is committed to helping individuals with disabilities to participate in the workforce and ensure equal opportunity to compete for jobs. If you require an accommodation to submit a resume for positions at FCS, please email FCS Recruitment (Recruiter@FLCancer.com) for further assistance. Please note this email address is intended to request an accommodation as part of the application process. Any other correspondence will not receive a response. FCS is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status. Click HERE to access the Florida Agency for Healthcare Administration

Job Title Contact Center Supervisor- 3rd Shift Job Description Summary The Supervisor of the National Operations Contact Center (NOC) is responsible for the day-to-day leadership, performance, and development of Customer Service Representatives (CSRs) supporting the Facilities Hub. This position ensures the team delivers consistent, accurate, and timely service in alignment with contractual Service Level Agreements (SLAs) and client expectations. The Supervisor oversees daily operations, staff scheduling, payroll validation, and service delivery performance. This position supports a 24/7/365 operation and requires flexibility to work various shifts and to be on call as needed to support critical business functions or client escalations. The Supervisor acts as the primary escalation point for client and subcontractor issues, ensuring effective communication, timely resolution, and compliance with operational standards.Job Description ESSENTIAL FUNCTIONS & RESPONSIBILITIES: Team Leadership & Operations - Monday-Friday (1:00am-9:30am). - Supervise, facilitate training, and coach Customer Service Representatives (CSRs) to ensure exceptional customer service and operational consistency. - Oversee daily shift performance, ensuring accurate call handling, documentation, and adherence to internal processes. - Create and maintain schedules and shift assignments to ensure adequate 24/7/365 coverage. - Monitor attendance and timekeeping for assigned staff, review and validate payroll, and ensure timely submission of hours for approval. - Initiate and document corrective actions related to performance or policy violations in coordination with the Manager for review and approval. - Conduct one-on-one meetings, performance discussions, and feedback sessions to foster employee growth and accountability. - Maintain team morale, promote engagement, and support a positive and professional work environment. Service Delivery & Client Support - Oversee the service delivery of all work requests from inception to completion for assigned national client(s). - Oversite of facilities work order requests entered through the work order management system to ensure due dates and SLAs are met. - Serve as the primary liaison between clients, technicians, and subcontractors, facilitating clear communication and issue resolution. - Build and maintain positive working relationships with clients, subcontractors, and internal partners to support service continuity. - Maybe asked to assist in the procurement and oversight of subcontractors, ensuring quality performance and compliance with client contracts. - Act as the key contact for questions or escalations related to client or subcontractor service issues. - Escalate any potential risks to SLA or client satisfaction to management promptly. Reporting & Process Improvement - Prepare and distribute daily, weekly, and monthly reports related to SLA compliance, response time, and team productivity. - Track and analyze service trends to identify recurring issues and recommend corrective or preventive actions. - Collaborate with management to develop, document, and implement process improvements that enhance workflow efficiency and service quality. - Maintain accuracy and data integrity within CMMS and reporting tools. - Support audits and data requests by ensuring all records and documentation are accurate and up to date. - Partner with management to implement performance metrics, dashboards, and team scorecards. Remote Work Requirements - High‑speed internet (150-300 mbps. download) is required for this role. Connection must support video meetings, remote system access, consistent productivity, with uninterrupted workflow. - Employees must have a quiet, distraction‑free workspace suitable for professional phone conversations and to protect customer information. - Camera‑on participation is required during meetings and trainings, as we operate in a fully virtual environment and rely on video presence for collaboration, engagement, and team connection. - The workspace must be able to accommodate multiple screens and provide an ergonomic setup that supports productivity. - To maintain business continuity, employees are expected to have a backup plan for connectivity disruptions, including access to an alternate location (such as a co‑working space, library, or other reliable environment) in case of home internet or power loss. ​REQUIREMENTS (Knowledge, Skills, Abilities, and Education and/or Experience): - High school diploma or equivalent required; Associate degree or additional coursework in business, management, or facilities preferred. - 3–5 years of experience in facilities management, maintenance coordination, or Contact Center operations, with at least one year of leadership or supervisory experience. - Strong customer service skills within a contract service or facilities management environment. - Proficient computer skills, including CMMS systems (Corrigo, Maximo, 360Facility, or similar) and Microsoft Office (Excel, Outlook, Word, PowerPoint). - Strong analytical and reporting skills with experience preparing operational metrics and performance summaries. - Excellent written and verbal communication with the ability to lead teams and interact effectively with clients and subcontractors. - Highly organized and detail-oriented, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment. - Sound judgment and problem-solving skills, particularly in high-pressure or escalation situations. - Self-motivated and adaptable, capable of balancing leadership responsibilities with operational execution. - Flexible availability to work rotating or changing schedules, including evenings, weekends, holidays, and overtime, as required by business needs. Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements. The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications. The company will not pay less than minimum wage for this role. The compensation for the position is: $ 55,250.00 - $65,000.00 C&W Services is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated. In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at C&W Services, please call the ADA line at 1-888-365-5406 or email Accommodations@cushwake.com. Please refer to the job title and job location when you contact us. INCO: “C&W Services”