Lead Customer Care Agent, Consumer Access, FT, Shift Varies

Baptist Health is the region's largest not-for-profit healthcare organization, with 12 hospitals, over 29,000 employees, 4,500 physicians and 200 outpatient centers, urgent care facilities and physician practices across Miami-Dade, Monroe, Broward and Palm Beach counties. With internationally renowned centers of excellence in cancer, cardiovascular care, orthopedics and sports medicine, and neurosciences, Baptist Health is supported by philanthropy and driven by its faith-based mission of medical excellence. For 26 years, we've been named one of Fortune's 100 Best Companies to Work For, and in the 2025-2026 U.S. News & World Report Best Hospital Rankings, Baptist Health was the most awarded healthcare system in South Florida, earning 63 high-performing honors.

What truly sets us apart is our people. At Baptist Health, we create personal connections with our colleagues that go beyond the workplace, and we form meaningful relationships with patients and their families that extend beyond delivering care. Many of us have walked in our patients' shoes ourselves and that shared experience fuels out commitment to compassion and quality. Our culture is rooted in purpose, and every team member plays a part in making a positive impact – because when it comes to caring for people, we're all in.

At Baptist Health, we’re committed to supporting our employees at every stage of their journey, both personally and professionally. Our approach is rooted in a “grow our own” philosophy, designed to help our team members build meaningful, long-term careers with us, supported by benefits that make a real difference, including:

• Career growth and development opportunities, with clear pathways and ongoing support
• Comprehensive health and wellness resources that go beyond traditional benefits
• A wellness program that can help employees eliminate their medical plan deductible, reducing out-of-pocket healthcare costs
• Tuition reimbursement to support continued learning and advancement
• And so much more
   

Together, these benefits and others reflect our commitment to caring for our people, so they can build fulfilling careers with us while making a meaningful impact every day.

Description:

Operates efficiently and trains new Customer Care Agents. This position demonstrates service excellence and positive interpersonal skills in dealing with others including patients of all ages, families, community members, and employees. Operates telephone switchboard to relay incoming, outgoing, and interoffice calls. Consistently delivers exceptional customer service to all callers and accurately connects them to where they need to go. Escalates consumer concerns across different communication channels and commits to service recovery. Communicates effectively with patients, co-workers, department Supervisor, and Manager. Assumes the duties of the Customer Care Supervisor in their absence. Ability to work from home requirements must have a home office environment that is noise and distraction free and basic technical skills for setting up equipment and troubleshooting if needed.” 

Estimated pay range for this position is $18.87 - $22.83 / hour depending on experience.

Qualifications:

• High School,Cert,GED,Trn,Exper.

• Minimum of three years customer service experience.
• Excellent command of written and verbal communication and computer skills with knowledge of office practice and use of standard office equipment.
• Must be able to manage multiple tasks requiring immediate attention.
• Must be able to work in a high energy, fast paced environment.
• Ability to work well under pressure.
• Associate Degree desired.
• Experience preferred, but not required, with Customer Relations Management (CRM) application (i.
• e.
• Salesforce) and Electronic Medical Records (EMR) or scheduling system.

EOE, including disability/vets