Call Center Representative

Houston Retina Associates PA; Houston (TX); Sur place; USD 32 000 - 52 000; Plein temps

Avantages offerts par ce poste

Medical

Dental

Vision

401k with Match

HSA/FSA

Telemedicine

PTO Package

Employee Discounts and Perks

Employee Assistance Program

Résumé du poste

Houston Retina Associates is seeking a Call Center Representative to be the first point of contact for patients, referring doctors, and pharmacies. You will handle inquiries, scheduling, medical information, and insurance questions with professionalism.

You will verify patient details, update EHRs, and coordinate with internal teams to ensure seamless care. A healthcare background and strong communication skills are essential for success.

Qualifications

• Experience in call centers or healthcare customer service preferred.
• Strong verbal and written communication, with ability to explain medical terms clearly.
• Familiarity with HIPAA and patient confidentiality requirements.

Responsabilités

• Answer inbound calls from patients and refering offices with empathy.
• Schedule, reschedule, and confirm ophthalmology appointments.
• Verify patient information and collect necessary medical details.
• Update electronic health records accurately and efficiently.
• Provide information on services, procedures, and insurance coverage.
• Triaging calls to support efficient patient care and scheduling.
• Handle complaints professionally to achieve patient satisfaction.
• Collaborate with referring offices and internal departments.
• Maintain physician schedules across affiliated practices and locations.
• Document interactions in the call center software and ensure privacy compliance.

Connaissances

Call center experience

Customer service

Communication skills

HIPAA compliance

Formation

High school diploma

Healthcare administration certification

Outils

EHR systems

Call center software

Description du poste

Company Overview

Join Houston Retina Associates

At Houston Retina Associates, we're more than a leading ophthalmology practice-we're a team dedicated to preserving and restoring vision for our patients. Specializing in advanced care for retinal conditions like macular degeneration, diabetic retinopathy, and retinal detachment, we combine cutting-edge technology with compassionate, personalized treatment. Our culture is built on collaboration, innovation, and continuous learning. We value every team member's contribution and provide opportunities for professional growth in a supportive environment. With multiple locations across the greater Houston area, we're proud to serve our community and make a meaningful impact every day. If you're passionate about excellence in patient care and want to be part of a team that truly makes a difference, we invite you to join our team!

Houston Retina Associates is affiliated with EyeSouth Partners' premier network of medical and surgical specialty eye care services.

Position Summary

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.

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

• 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.