Corporate Call Center Representative

EyeSouth Partners LLC; Cornwall; On-site; CAD 35,000 - 55,000; Full time

Job summary

An established industry player seeks a Corporate Call Center Representative to provide exceptional service to patients. In this pivotal role, you will be the first point of contact, assisting patients and medical professionals with inquiries and appointments. Your ability to communicate complex medical information clearly and handle high call volumes with empathy will be crucial. This dynamic position offers a competitive benefits package, including medical, dental, vision, and generous PTO. Join a forward-thinking team dedicated to delivering outstanding patient care and support in a fast-paced environment.

Benefits

Medical

Dental

Vision

401k w/ Match

HSA/FSA

Telemedicine

Generous PTO Package

Employee Discounts and Perks

Employee Assistance Program

Group Life/AD&D

Qualifications

• High school diploma required; healthcare administration certification is a plus.
• Experience in call center or healthcare setting is advantageous.

Responsibilities

• Answer incoming calls and address patient inquiries with empathy.
• Schedule and confirm appointments across various ophthalmology sub-specialties.
• Document call interactions accurately in the call center software.

Skills

Customer Service

Communication Skills

Multitasking

Problem-Solving

Medical Terminology

EHR Systems

Empathy

Education

High School Diploma

Associate's Degree in Healthcare Administration

Tools

Call Center Software

Databases

Job description

Company Overview

Georgia Retina, one of the largest retina-only medical practices in the Southeast, continues to provide patients with the most advanced medical treatments available for retinal diseases and disorders. With over 200 years of combined experience, Georgia Retina’s board-certified ophthalmologists offer world-class expertise and a personalized approach to patient care in 13 Metro Atlanta area locations.

Position Summary

As a Corporate Call Center Representative, you will play a vital role in delivering high-quality service to our patients and ensuring their needs are met promptly and professionally. You will serve as the first point of contact for patients, referring doctor offices and pharmacies, assisting them with inquiries, appointments, medical information, and providing outstanding customer service.

Responsibilities

• Answer incoming calls from patients and address their inquiries, concerns, and requests in a courteous and empathetic manner.
• Schedule, reschedule, and confirm appointments for patients across various ophthalmology sub-specialties.
• Verify patient information and obtain necessary medical information to create a comprehensive medical advisory.
• Update electronic health records (EHR) accurately and efficiently.
• Provide accurate and detailed information about healthcare services, procedures, and insurance coverage to patients.
• Advances medical knowledge to understand various diagnosis for efficient triaging and scheduling requirements.
• Handle patient complaints, issues, and concerns professionally, aiming to resolve them to the patient's satisfaction.
• Collaborate with external medical professionals such as referring Doctor offices and other internal departments to ensure seamless patient care coordination.
• Maintain cohesive physician schedules for affiliated practices and locations.
• Document call interactions and relevant patient information accurately in the call center software system.
• Adhere to strict confidentiality standards and maintain patient privacy in accordance with HIPAA regulations.
• Participate in ongoing training to stay updated on medical procedures, policies, and call center software.
• Strive to achieve and exceed call center performance metrics, including call quality, first-call resolution, and patient satisfaction scores.
• Handle high call volumes and manage multiple tasks simultaneously while maintaining a positive attitude.
• Accurately and efficiently process and transfer calls as needed using a multi-line phone system

Qualifications

• High school diploma or equivalent; associate's degree or certification in healthcare administration is a plus.
• Previous experience in a call center, customer service, or healthcare setting is advantageous.
• Previous ophthalmology experience a plus.
• Strong communication skills, both verbal and written, with the ability to communicate complex medical information clearly.
• Empathy, compassion, and a customer-focused mindset when dealing with patients.
• Familiarity with medical terminology, healthcare procedures, and insurance concepts.
• Proficiency in using call center software, databases, and electronic health records (EHR) systems.
• Excellent multitasking skills and the ability to work under pressure.
• Strong problem-solving abilities to address patient inquiries effectively.
• Ability to maintain professionalism and composure during stressful situations.
• Understanding of HIPAA regulations and patient confidentiality.
• Positive attitude, adaptability, and a willingness to learn and grow in a dynamic healthcare environment.

Company Benefits

We offer a competitive benefits package to our employees:

• Medical
• Dental
• Vision
• 401k w/ Match
• HSA/FSA
• Telemedicine
• Generous PTO Package

We also offer the following benefits for FREE:

• Employee Discounts and Perks
• Employee Assistance Program
• Group Life/AD&D
• Short Term Disability Insurance
• Long Term Disability Insurance

EyeSouth Partners is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.