Contact Center Specialist

Company Overview

Mittleman Eye Center (MEC) is a comprehensive eye care practice serving the greater West Palm Beach and Jupiter communities. With over 50 years of experience in the field, we offer eye exams, consultations, optical and all general ophthalmology. We offer advanced cataract and refractive surgeries, glaucoma treatment, and retina. At Mittleman Eye, we exemplify the core values of Respect, Excellence, Consistency, Adaptability, Sustainability and Efficiency. We hold our employees to the highest standards of morals and character.

Job Description

We are looking for a responsible person to be part of our great communication team as a Contact Center Specialist to handle phone calls and assist patients with their inquiries as well as maintain the call center database in order.

Duties & Responsibilities: Report to Operation Manager

• Maintain call center database by answering and verifying information.
• Answer inbound calls from patients and dial outbound calls in a timely manner.
• Verify patient identity and demographics and adjust any changes into the system.
• Respond to patient’s inquiries in a timely manner via Text, Faxes, Emails and other forms of communication used by the company.
• Work within and/or exceed daily call expectations as set by the organization.
• Handle inbound and outbound calls within the limit set by the organization.
• Assist with patient registration, scheduling and confirming appointments.
• Confirming insurance information, receiving, and directing phone calls.
• Verify patient insurance information by contacting the appropriate insurance carrier and/or utilizing an automated insurance verification system.
• Accepting payments for Physician services.
• Provide administrative support to the billing department as needed, including data entry, filing, and other clerical tasks.
• Redirect phone calls to appropriate departments when necessary.
• Dispatch critical messages to on-call personnel by prioritizing emergency calls, paging individuals to inform them of emergencies, and use call center tools to ensure the right person receives the right message at the right time.
• Provide and inter documents required information to the patient’s EHR (Electronic Health Record).
• Arrange follow-up visits and referral appointments.
• Perform other duties as assigned.

Qualifications:

• High School Diploma or equivalent with at least 2 years of experience in customer service or sales.
• Associate degree with 1 year of experience.
• Experience in medical billing or healthcare customer service is preferred.
• Strong attention to detail and accuracy in data entry and record-keeping.
• Experience working with patients, colleagues, and insurance providers is a plus.
• Prior receptionist experience is preferred.
• Knowledge of medical terminology is a plus!
• Additional certification or training in medical billing or healthcare administration is a plus!

Benefits:

• Generous monthly benefit package plus bonus sales.
• Paid time off.
• Paid holidays.
• Discount on eye products and services.

Professional skills:

• Ability to work under pressure and in a high-speed environment.
• Sales and clear communication skills.
• Ability to use positive language and fast learner.
• Passion and empathy.
• Strong attention to detail and well organized.
• Action-oriented and problem-solving.
• Good self-control and problem-solving.
• Flexibility.
• Team player.
• Bilingual (English and Spanish OR Creole) is a major plus!