Full-time Call Center Agent

Job Description

Job Description

Job Summary: We are seeking a dedicated and customer-focused bilingual Spanish-speaking full-time Call Center Agent  to join our ophthalmology practice. This role involves handling incoming and outgoing calls, scheduling appointments, verifying insurance, and providing excellent customer service. The ideal candidate will have experience in a medical office or call center environment, with a strong understanding of ophthalmology terminology and patient care procedures.  The training will take place in the Rockville office, and this position will be office-based.

Key Responsibilities:

• Answer calls: Answer high-volume incoming calls and assist patients with scheduling, rescheduling, or canceling appointments. 
• Provide information: Offer information about services and patient account items.
• Resolve issues: Address patient inquiries and escalate complex issues to the appropriate staff or management.
• Guide Patients: Guide patients and assist with scheduling appointments based on the doctor's referral.
• Maintain records: Review patient accounts, update patient demographics, and maintain patient records confidentiality.
• Collaborate with others: Collaborate with the front desk and clinical teams to ensure seamless patient scheduling and care.
• Prioritization: Ability to navigate through daily tasks such as completing voicemails, completing appointment confirmations, appointment rescheduling, and assisting with other patient requests.
• Communication: Relay appropriate information to/from patients to doctors or management.
• Other Duties as assigned. 

Skills & Qualifications

• Experience: Prior experience in a medical call center or ophthalmology office is preferred (A minimum of two or more years of experience).
• Insurance:  Prior experience with insurance verification and reading benefits to patients, at least two or more years.
• Technical Skills: Familiarity with EMR systems such as ModMed/EMA, and multi-line phone systems.
• Communication: Strong verbal and written communication skills.
• Customer Service: Excellent patient interaction and problem-solving abilities.
• Organization: Ability to multitask, manage high call volumes, and prioritize tasks effectively.
• Bilingual Candidates: Spanish-speaking candidates required.
• Time-Management: Ability to manage time well and has excellent attendance.
• Availability:   To work Monday – Friday and weekends.

Work Environment

• Office-based position in a fast-paced medical practice
• It requires sitting for extended periods and using a headset for calls.

Benefits

• Health insurance
• Dental Insurance 
• Life Insurance
• Accidental Death & Dismemberment Insurance
• 401(K)
• PTO and holidays off
• Career growth and development