Call Center Representative

About the role

As a Call Center Representative at Coastal Eye Associates, you will play a vital role in delivering high-quality service to our patients and ensuring their needs are met promptly and professionally.

Responsibilities

• 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.
• Answer incoming calls from patients and address their inquiries, concerns, and requests in a courteous and empathetic manner.
• Schedule, reschedule, and confirm appointments for patients across various ophthalmology sub-specialties.
• Verify patient information and obtain necessary medical information to create a comprehensive medical advisory.
• Update electronic health records (EHR) accurately and efficiently.
• Provide accurate and detailed information about healthcare services, procedures, and insurance coverage to patients.
• Advances medical knowledge to understand various diagnoses for efficient triaging and scheduling requirements.
• Handle patient complaints, issues, and concerns professionally, aiming to resolve them to the patient's satisfaction.
• Collaborate with external medical professionals such as referring doctor offices and other internal departments to ensure seamless patient care coordination.
• Maintain cohesive physician schedules for affiliated practices and locations.
• Document call interactions and relevant patient information accurately in the call center software system.
• Adhere to strict confidentiality standards and maintain patient privacy in accordance with HIPAA regulations.
• Participate in ongoing training to stay updated on medical procedures, policies, and call center software.
• Strive to achieve and exceed call center performance metrics, including call quality, first-call resolution, and patient satisfaction scores.
• Handle high call volumes and manage multiple tasks simultaneously while maintaining a positive attitude.
• Accurately and efficiently process and transfer calls as needed using a multi-line phone system.

Requirements

• All of our medical doctors are board certified ophthalmologists with extensive experience in all areas of ophthalmic medicine.
• 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.

Qualifications

• 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.

Skills

• Positive attitude, adaptability, and a willingness to learn and grow in a dynamic healthcare environment.

Benefits

• We offer a competitive benefits package to our employees:
• Medical
• Dental
• Vision
• 401(k) w/ Match
• HSA/FSA
• Telemedicine
• Generous PTO Package

Pay

• Competitive salary based on experience and qualifications.

Schedule

• Flexible schedule to accommodate your personal needs.

Company Information

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

How to Apply

• No application instructions provided.