Call Center Scheduling Specialist

Job Description

Job Description

POSITION SUMMARY

The Call Center Scheduling Specialist is responsible for answering incoming calls and triaging in a timely and efficient manner according to practice protocols. The Scheduling Specialist properly routes and transcribes messages appropriately and schedules patient visits according to physician templates. The Scheduling Specialist should have an excellent knowledge of the practice management scheduling software.

Please note that this job description is not exhaustive, and additional duties may be assigned as needed.

MINIMUM QUALIFICATIONS

• High school diploma or GED required
• Fluent in English & Spanish required
• One year of experience as a Switchboard Operator in a medical office setting preferred
• Experience in ophthalmology preferred but not required.

ESSENTIAL SKILLS AND ABILITIES

• Answer calls in a friendly and enthusiastic manner
• Excellent communication skills both verbal and written
• Ability to properly triage patient calls
• Possess proficient computer skills
• Excellent phone skills
• Hands-on working knowledge of the practice’s phone system
• Problem solves effectively and efficiently
• Detailed oriented
• Team player
• Self-directed, highly motivated, able to multi-task and work under pressure in a fast-paced environment
• Exceptional interpersonal skills
• Possess a caring, patient, and friendly attitude
• Obtain a complete working knowledge of all ophthalmic terminology

DUTIES AND RESPONSIBILITIES

• Gain a complete hands-on working knowledge of relevant appointment software
• Answer the telephone by the third ring according to practice protocols
• Maintain average wait time for each call to 30 seconds or less
• Properly triage all incoming calls to the appropriate parties in a timely manner according to practice protocols
• Accurately transfer messages to the appropriate parties
• Maintain proper documentation
• Consistently demonstrate a high level of customer service with patients, referral sources and other parties that call the office
• Schedule patient appointments according to physician template and insurance needs
• Properly cancel appointments as needed
• Process the mail according to the practice protocols
• Handle all aspects of the patient recall processes according to the practice protocols
• Handle any patient or referral provider complaints with a high level of customer service
• Maintain proper standards of productivity as defined by the Call Center Captain
• Professional and Personal Development/Goals and Objectives
• Exhibit professional demeanor with a positive attitude at all times when representing the practice
• Must attend all in-service and webinar training as directed by the Call Center Captain
• Set goals and objectives for professional growth. Review and revise goals on an ongoing basis
• Customer Service
• Support the practice core values and mission statement to develop, enhance and promote quality customer service through team effort
• Exhibit flexibility, sensitivity and respect while maintaining an effective working relationship with all team members
• Maintain practice confidentiality, follow HIPAA & OSHA guidelines and the rules and regulations of the practice as documented
• Perform other duties as assigned

JOB TYPE

• Full-time
• 40 hours per week

WORK LOCATION

• In Person
• Winter Haven, FL

SUPERVISORY RESPONSIBILITIES

None

BENEFITS

• 401(k)
• 401(k) Matching
• AD&D Insurance
• Health Insurance
• Health Savings Account
• Dental Insurance
• Disability Insurance
• Vision Benefits & Discounted Services
• Employee Assistance Program
• Employee Discount
• Life Insurance
• Opportunities for Advancement
• Paid Time Off
• Paid Training
• Professional Development Assistance
• Referral Program

OTHER

This job description is intended only to describe the general nature and level of work performed. The Call Center Scheduling Specialist must be able to travel to various satellite locations as needed for work assignments. A valid Florida driver’s license is required. This job description is not intended nor should it be interpreted as an exhaustive list of all duties, skills and responsibilities. The Call Center Scheduling Specialist will perform all duties listed in this job description as well as any other assigned by the Manager and physicians. Overtime may be required.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

Eye Specialists of Mid-Florida P.A. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are a drug and tobacco-free workplace.