Call Center Representative

Job Description

Job Description

Call Center Representative

Come Join Our Team! We are a fun fast paced Ophthalmology practice, in Chula Vista, CA looking for service-oriented Call Center Representatives!

We are a premier and comprehensive eyecare and surgery center with offices located in Chula Vista, National City, El Cajon and El Centro. Our Clinics are beautifully positioned with all new and modern equipment. Our group of Physicians are highly educated and skilled in Ophthalmology - we are blessed to be able to offer such high-quality ophthalmology services to patients in need.

Are you a people person? Do you love helping others?

We have an immediate need for friendly, motivated Call Center Representatives to join our team. This position will work with internal customers across multiple departments to ensure our patients needs are addressed accurately and efficiently. Will provide product education and handle a wide variety of questions. The ideal candidate will be willing to learn on the job, have excellent communication skills, and will be motivated to work with a customer centric team.

Summary:

The Call Center Representative is responsible for providing best-in-class patient experience. Will handle inbound and outbound calls to patients to answer questions, schedule appointments, and provide information regarding services, and current promotions.

Responsibilities:

• Answer, direct calls, take messages and forward to appropriate department.
• Provide prompt, accurate, concise, and courteous responses to patient inquiries.
• Provide quality service at every encounter. Keep patient wait time under five minutes.
• Provide patients with information regarding services, charges, routine treatment procedures, and current promotions.
• Use sound judgment in handling calls, especially with upset patients. Identifying urgent calls and escalating to Providers, Managers and Technicians.
• Assist with new patient registration.
• Verify Insurance eligibility.
• Schedule appointments for patients. Review appointment date, time, location, and provider name with caller.
• Obtain/verify and enter accurate demographic information into CRM (address, telephone number, name of insurance or self-pay status).
• Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income - if applicable).
• Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork.
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
• Make outbound calls to inactive patients to attempt to schedule follow up appointment.
• Take detailed notes using electronic health record system.
• Following up on calls when necessary.
• Maintain Call logs and reports.

Requirements:

• High school diploma or GED equivalent.
• 2 years customer service experience required. 6 months experience working in a Call Center preferred.
• Must have good telephone skills. Experience with high call volume preferred.
• Knowledge of medical terminology and/or medical front office procedures preferred.
• Demonstrated ability to multi-task, be flexible, ensure accuracy, and meet changing priorities in a fast-paced, high workload environment.
• Bilingual in Spanish/English required. Ability to communicate effectively with callers who speak English as a second language.
• Excellent written and verbal communication skills.
• Intermediate computer literacy (i.e., use computer system to manage and schedule appointments, access electronic medical record information, etc.)
• Excellent Customer Service Skills.
• Ability to handle stressful situations calmly and with compassion.
• Excellent data entry and typing skills.
• Experience answering a multi-line telephone. Routing calls to appropriate resources.

This is a Full-time position, and we are looking to hire immediately. Full-time team members enjoy a benefits package to include 100% employer paid health insurance for employee, life insurance. vacation accrual, 401k, holiday pay and more!

Please submit your resume for consideration.