Call Center Representative

This is an onsite, non-exempt role located at Millenium Eye Care, Freehold Office (part of Prism Vision Group). Occasional travel to other locations may be required based on business needs.

About the role

The Call Center Representative handles inbound and outbound calls, provides exceptional customer service, and resolves inquiries efficiently.

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.
• Perform tasks accurately and with attention to detail to ensure the highest quality standards.
• Verify insurance information, benefits, and insurance referral information.
• Adhere to HIPAA standards related to patient privacy and confidentiality.
• Notify appropriate parties of 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.

Requirements

• High School Graduate or General Education Degree (GED).
• Prior call center, customer service, or related experience.
• Excellent verbal and written communication skills in English (bilingual is a plus).
• Strong critical thinking, analytical, troubleshooting, and problem-resolution skills.
• Excellent interpersonal skills and ability to work effectively with physicians, coworkers, other departments, and patients of all ages and 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 HIPAA regulations.
• Ability to handle multiple tasks while maintaining a high level of accuracy.
• Computer literate with proficiency in Microsoft Office Suite and ability to use multiple systems.

Work Environment

An office environment with a controlled atmosphere. Possible exposure to staff or patients with communicable diseases and bloodborne pathogens.

Pay

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