Customer Service Specialist

About the Role

A Customer Service Specialist Representative handles incoming and outbound calls for Lasik and Cataract procedures, including outbound sales calls to Lasik referrals. Regular training is provided to support individual and team success.

Responsibilities

• Complete laser vision correction and cataracts information training.
• Operate within a call center environment, managing customer service and sales functions.
• Input and manage patient information in NextGen systems.
• Direct calls to appropriate departments as needed.
• Schedule complex appointments across multiple practices.
• Maintain knowledge of company products and customer service processes.
• Adhere to HIPAA regulations and maintain patient confidentiality.
• Assist with administrative tasks and projects as assigned by supervisors.

Requirements

• 2+ years of experience in a high-volume call center preferred (willing to train the right candidate).
• One year of employment in a patient experience position required.
• One year of outbound sales experience preferred.
• Proven track record in a medical/healthcare competitive sales environment.
• Experience with managed care or pull-through processes.
• Proficiency with NextGen Practice Management, ModMed Electronic Health Record, and Ring Central.
• Strong written and verbal communication skills, capable of engaging with all organizational levels, including executive leadership.
• Outstanding customer service aptitude and dedication to a patient-centered approach.
• Proficiency in using the Internet, Intranet resources, and MS Outlook.
• Typing proficiency with a minimum speed of 35 WPM and high accuracy.

Qualifications

• High school diploma or GED required.
• Associate degree preferred.

Physical Demands

The role primarily requires sitting for extended periods, using hands for typing and operating computer equipment, and communicating via phone. Occasional standing or walking within the call center may be required. The employee must maintain focus amidst potential distractions and possess close and distance vision capabilities for reading and computer work. Minimal lifting or carrying of objects, not exceeding 10 pounds, is expected.

Benefits

• 15 paid days off in the first year.
• Medical, dental, and vision benefits.
• Scrub/shoe allowance for applicable roles.
• Paid holidays.
• Company-paid life insurance.
• 401(K) retirement plan.
• Ongoing education opportunities, including certification reimbursement.
• Discount programs, including vision discounts on products and services.