Job Details

Call Center Representative

As a Call Center Representative, you will play a vital role in delivering high-quality service to our patients and ensuring their needs are met promptly and professionally. You will serve as the first point of contact for patients, referring doctor offices and pharmacies, assisting them with inquiries, appointments, medical information, and providing outstanding customer service.

Responsibilities include:

• Answering incoming calls from patients and addressing their inquiries, concerns, and requests in a courteous and empathetic manner.
• Scheduling, rescheduling, and confirming appointments for patients across various ophthalmology sub-specialties.
• Verifying patient information and obtaining necessary medical information to create a comprehensive medical advisory.
• Updating electronic health records (EHR) accurately and efficiently.
• Providing accurate and detailed information about healthcare services, procedures, and insurance coverage to patients.
• Advancing medical knowledge to understand various diagnosis for efficient triaging and scheduling requirements.
• Handling patient complaints, issues, and concerns professionally, aiming to resolve them to the patient's satisfaction.
• Collaborating with external medical professionals such as referring Doctor offices and other internal departments to ensure seamless patient care coordination.
• Maintaining cohesive physician schedules for affiliated practices and locations.
• Documenting call interactions and relevant patient information accurately in the call center software system.
• Adhering to strict confidentiality standards and maintaining patient privacy in accordance with HIPAA regulations.
• Participating in ongoing training to stay updated on medical procedures, policies, and call center software.
• Striving to achieve and exceed call center performance metrics, including call quality, first-call resolution, and patient satisfaction scores.
• Handling high call volumes and managing multiple tasks simultaneously while maintaining a positive attitude.
• Accurately and efficiently processing and transferring calls as needed using a multi-line phone system.

Qualifications include:

• High school diploma or equivalent; associate's degree or certification in healthcare administration is a plus.
• Previous experience in a call center, customer service, or healthcare setting is advantageous.
• Previous ophthalmology experience a plus.
• Strong communication skills, both verbal and written, with the ability to communicate complex medical information clearly.
• Empathy, compassion, and a customer-focused mindset when dealing with patients.
• Familiarity with medical terminology, healthcare procedures, and insurance concepts.
• Proficiency in using call center software, databases, and electronic health records (EHR) systems.
• Excellent multitasking skills and the ability to work under pressure.
• Strong problem-solving abilities to address patient inquiries effectively.
• Ability to maintain professionalism and composure during stressful situations.
• Understanding of HIPAA regulations and patient confidentiality.
• Positive attitude, adaptability, and a willingness to learn and grow in a dynamic healthcare environment.

Company Benefits:

• Medical
• Dental
• Vision
• 401k w/ Match
• HSA/FSA
• Telemedicine
• Generous PTO Package

We also offer the following benefits for FREE:

• Employee Discounts and Perks
• Employee Assistance Program
• Group Life/AD&D
• Short Term Disability Insurance
• Long Term Disability Insurance

EyeSouth Partners is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.