Call Center Representative

Call Center Representative

Midwest Vision Partners is looking for a Patient Intake & Communications Representative to serve as the liaison between our organization and our current and potential patients. In this role, you will be responsible for the accurate, timely, and efficient scheduling and triaging of patients across all Midwest Vision Partners locations.

The ideal candidate is detail oriented, customer focused, and possesses excellent probing, active listening, and communication skills to help resolve patient needs while delivering an exceptional patient experience.

What You'll Be Working On

• Coordinate physician schedules to ensure appointments flow efficiently
• Schedule, reschedule, and confirm patient appointments
• Contact patients who have not responded to appointment reminders and proactively assist with rescheduling
• Type and distribute weekly physician schedules to medical and surgical offices
• Send patient information packets and mass mailings as requested
• Ensure appropriate documentation is maintained within each patient record
• Process incoming and outgoing clinical summaries and referrals
• Verify referrals are received as required by physicians or insurance carriers
• Properly triage incoming calls while maintaining physician and location compliance
• Participate in on-site training and continuing education 23 times per month
• Meet Quality and NPS score expectations
• Comply with all company policies, procedures, and standard operating guidelines
• Meet all Call Center Remote Work Technology requirements
• Perform additional duties as assigned

What Will Make You Awesome

• Ability to multitask and manage time effectively in a fast-paced environment
• Strong perseverance and follow-through
• Customer service experience
• Excellent problem-solving and critical thinking skills
• Adaptability and assertiveness

What You Know

To be successful in this role, you should have:

• Ability to work independently with minimal supervision after training
• Strong attention to detail
• Excellent phone communication and active listening skills
• Outstanding customer service skills
• Strong written communication skills, including email and text correspondence
• Computer proficiency
• Minimum of 2 years of medical and/or clinical experience
• High school diploma

About Midwest Vision Partners

Vision is a precious gift. Midwest Vision Partners (MVP) is focused on improving and preserving it for as many patients as possible by cultivating a network of world-class ophthalmologists and optometrists who provide exceptional, patient-centered care. Headquartered in Chicago, MVP proudly supports 70+ locations across Ohio, Michigan, Pennsylvania, West Virginia, and Illinois, with over 140 physicians and 1,500 employees, all focused on providing top-notch, customized results for each patient.

• Please note: The duties and responsibilities listed below are not intended to be an exhaustive list and may be adjusted as business needs require