Call Center Representative

EyeSouth Partners; Alvin (TX); On-site; USD 32,000 - 45,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k w/ Match

HSA/FSA

Telemedicine

Generous PTO Package

Employee Discounts and Perks

Employee Assistance Program

Group Life/AD&D

Short Term Disability Insurance

Long Term Disability Insurance

Job summary

EyeSouth Partners is seeking a dedicated Call Center Representative to serve as the first point of contact for patients, referring doctors, and pharmacies. You will handle inquiries, schedule appointments, verify patient information, and ensure accurate entry in the EHR system.

You will provide clear information about services and insurance, triage issues efficiently, and maintain confidentiality per HIPAA. Experience in healthcare call centers is preferred, with a focus on empathy and accuracy.

Qualifications

• High school diploma or equivalent required.
• Experience in call centers or healthcare settings preferred.
• Ability to communicate complex medical information clearly.
• Strong empathy and customer service mindset.

Responsibilities

• Answer calls from patients and address inquiries professionally.
• Schedule, reschedule, and confirm appointments across ophthalmology sub-specialties.
• Verify patient information and update EHRs.
• Provide accurate information about healthcare services, procedures, and insurance coverage.
• Maintain patient confidentiality per HIPAA regulations.
• Strive to achieve call center performance metrics.

Skills

Communication skills

Verbal & written

Empathy & customer focus

Multitasking

HIPAA compliance

Problem-solving

Phone etiquette

Education

High school diploma or equivalent

Healthcare certification/associate degree (plus)

Tools

EHR software

Call center software

Job description

Coastal Eye Associates offers complete and comprehensive eye care for you and your entire family. Our goal is to not only treat your ocular needs but to care for you as an individual. From routine exams to complex surgery, your trust and wellbeing are our first priority at Coastal Eye Associates. All of our medical doctors are board certified ophthalmologists with extensive experience in all areas of ophthalmic medicine.

As a 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.

• 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
• 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.

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.