Call Center Representative

PRISM Vision Group; Teaneck Township (NJ); On-site; USD 25,000 - 46,000; Full time

Job summary

NJ Retina, part of Prism Vision Group, seeks an onsite Call Center Representative in Teaneck, NJ. You will handle inbound/outbound calls, provide exceptional customer service, verify insurance, and schedule patient registrations with HIPAA compliance.

The role requires a high school diploma or GED and prior call center experience. Travel to other locations may be required as needed to support the business.

Qualifications

• Education: High School Diploma or GED.
• Experience: Prior call center or customer service experience.
• Knowledge/Skills/Abilities: English communication, empathy, problem-solving, and ability to work with diverse patients.

Responsibilities

• Answer inbound/outbound calls professionally.
• Provide accurate information about products, services, policies, and procedures.
• Resolve customer inquiries and escalate issues as needed.
• Schedule and complete patient registrations and appointments accurately.
• Verify insurance information and benefits; assist with referrals and pre-authorizations.
• Maintain HIPAA compliance and protect patient privacy.
• Collaborate with other departments to address concerns and improve service.
• Meet and strive to exceed call handling time and customer satisfaction metrics.

Skills

Verbal communication

Written communication

Customer service

Bilingual (English/Spanish a plus)

HIPAA compliance

Education

High School Diploma or GED

Tools

Microsoft Office Suite

Multiple electronic systems

Job description

Overview

This onsite, non-exempt role is located at NJ Retina, Teaneck, NJ location, which is part of Prism Vision Group. There will be occasional travel to other locations based upon business needs.

Compensation Range: $18-$33.08/hr (Dependent on Experience)

The Call Center Representative's responsibility is to handle inbound and/or outbound calls, provide exceptional customer service, and resolve inquiries efficiently.

Responsibilities

ROLE AND RESPONSIBILITIES

• Answer incoming calls and respond to customer inquiries in a professional and courteous manner.
• Make outbound calls to follow up with customers, conduct surveys, or provide information as needed.
• Provide accurate information regarding products, services, policies, and procedures.
• Handle and resolve customer complaints or **escalate** issues to the appropriate department.
• Maintain a positive and empathetic approach when dealing with customers.
• Schedule and accurately complete full registration for patients requesting appointments while adhering to policies and procedures regarding appointment scheduling and registration processes, performing these tasks accurately and with attention to detail to ensure the highest quality standards.
• Verification of insurance information, verification of benefits and insurance referral information.
• Adhere to HIPAA standards related to patient privacy and confidentiality.
• Notify appropriate parties of the appointment time, referral criteria, insurance verification, and prior authorization requirements.
• Identify customer needs and provide appropriate solutions.
• Work collaboratively with other departments to address customer concerns effectively.
• Meet or exceed key performance metrics, including call handling time, customer satisfaction, and resolution rates.
• Comply with company policies and standards.

Qualifications

POSITION QUALIFICATIONS

Education:High School Graduate or General Education Degree (GED)

Experience: Prior call center or customer service or related experience

KNOWLEDGE/SKILLS/ABILITIES

• Excellent verbal and written communications skills in English. Bi-Lingual a plus.
• Must possess excellent, critical thinking, analytical, troubleshooting, problem resolution, and customer service skills.
• Excellent interpersonal skills and ability to work effectively with physicians, co-workers, other departments and patients of all ages, and from across a broad range of cultural and social economic backgrounds.
• Ability to work as an integral team member under minimal supervision, in a fast-paced, complex environment.
• Ability to show tolerance and sensitivity in stressful situations and safeguard confidential information in accordance with established policies and HIPAA regulations.
• Ability to handle multiple tasks while maintaining a high level of accuracy.
• Computer literate and ability to use multiple systems and acquire proficiency in multiple electronic systems.
• Proficientwith Microsoft Office Suite

WORK ENVIRONMENT

An office environment with a controlled atmosphere. Possible exposure to staff or patients with communicable diseases and blood borne pathogens.