Call Center Representative - Remote

About the role

This is a fully remote position responsible for handling all inbound support calls for Vision Innovation Partners affiliated Ophthalmology offices by providing excellence in customer service. Applicants must reside in one of the following states to be considered: PA, MD, NC, VA, DC, FL, or GA.

Responsibilities

• Respond to incoming calls efficiently and effectively with the highest level of quality service.
• Handle inbound calls with the goal of increasing business through customer satisfaction and retention.
• Answer general questions from patients with courtesy and patience.
• Confirm, schedule, and reschedule appointments as necessary.
• Follow up with patients on scheduled appointments.
• Update patient demographics.
• Collect and verify insurance information.
• Make outbound calls to patients and clinics.
• Handle online appointment requests.
• Handle email inquiries.
• Task messages to clinics.
• Perform various administrative functions and other duties/projects as assigned.

Requirements

• Excellent customer service and communication skills.
• Proficiency in Microsoft Word, Outlook, and Excel, as well as accuracy in data entry/typing and computerized scheduling systems (EMR/EHR).
• Bi-lingual (English/Spanish) preferred but not necessary.
• Professional and confidential work ethic maintaining patient privacy by adhering to all applicable HIPAA regulations.
• Ability to handle multiple inbound calls in a fast-paced, challenging environment.
• Ability to multitask and navigate several systems at the same time.
• Positive, cheerful attitude.
• Demonstration of critical thinking skills.
• Excellent time management skills.
• Ability to prioritize tasks.
• Work collaboratively and courteously with all other departments to ensure a positive patient experience.
• Pleasant speaking voice and professional mannerisms.
• Reliable internet and a quiet, dedicated workspace.

Schedule

All shifts are in Eastern Standard Time (EST).

• Monday: 11:00 AM to 5:00 PM
• Tuesday - Friday: 1:00 PM to 5:00 PM

Benefits

• Competitive compensation package.
• Excellent comprehensive benefits.
• 401(K).
• Significant eye care discounts.
• Continuing education allowances.
• Career growth and development.
• PTO and holidays off.
• Company-provided computer and equipment.