Call Center Representative

About the role

This onsite, non-exempt role is located at NJ Retina, Teaneck, NJ, part of Prism Vision Group, with occasional travel to other locations as needed. The work environment is an office setting with a controlled atmosphere, with possible exposure to staff or patients with communicable diseases and blood‑borne pathogens.

Responsibilities

• Answer incoming calls and respond to customer inquiries in a professional and courteous manner.
• Make outbound calls to follow up with customers, conduct surveys, or provide information as needed.
• Provide accurate information regarding products, services, policies, and procedures.
• Handle and resolve customer complaints or escalate issues to the appropriate department.
• Maintain a positive and empathetic approach when dealing with customers.
• Schedule and accurately complete full registration for patients requesting appointments while adhering to policies and procedures regarding appointment scheduling and registration processes, performing these tasks accurately and with attention to detail to ensure the highest quality standards.
• Verification of insurance information, verification of benefits and insurance referral information.
• Adhere to HIPAA standards related to patient privacy and confidentiality.
• Notify appropriate parties of the appointment time, referral criteria, insurance verification, and prior authorization requirements.
• Identify customer needs and provide appropriate solutions.
• Work collaboratively with other departments to address customer concerns effectively.
• Meet or exceed key performance metrics, including call handling time, customer satisfaction, and resolution rates.
• Comply with company policies and standards.

Qualifications

Education: High School Graduate or General Education Degree (GED). Experience: Prior call center, customer service, or related experience.

Skills

• Excellent verbal and written communication skills in English; bilingual a plus.
• Excellent critical thinking, analytical, troubleshooting, problem resolution, and customer service skills.
• Excellent interpersonal skills and ability to work effectively with physicians, co‑workers, other departments, and patients of all ages and diverse cultural and socioeconomic backgrounds.
• Ability to work as an integral team member under minimal supervision in a fast‑paced, complex environment.
• Ability to show tolerance and sensitivity in stressful situations and safeguard confidential information in accordance with established policies and HIPAA regulations.
• Ability to handle multiple tasks while maintaining a high level of accuracy.
• Computer literate with ability to use multiple systems and acquire proficiency in multiple electronic systems.
• Proficient with Microsoft Office Suite.

Pay

Compensation range: $18‑$33.08 per hour (dependent on experience).