Call Center Representative

EyeSouth Partners; Town of Florida (NY); On-site; USD 35,000 - 45,000; Full time

Benefits offered by this job

Employee Discounts

Telemedicine

Generous PTO Package

Employee Assistance Program

Job summary

EyeSouth Partners is seeking a Call Center Representative to deliver high-quality service at St. Lucie Eye Associates in New York. You will answer patient inquiries, schedule appointments, and maintain accurate health records, all while providing compassionate care.

This role requires strong communication skills and the ability to manage multiple tasks under pressure. A competitive benefits package, including medical and dental, is offered to employees.

Qualifications

• Previous experience in a call center, customer service, or healthcare setting is advantageous.
• Familiarity with medical terminology and healthcare procedures.
• Understanding of HIPAA regulations and patient confidentiality.

Responsibilities

• Answer incoming calls from patients and address their inquiries.
• Schedule and confirm appointments for patients.
• Handle patient complaints and issues professionally.

Skills

Strong communication skills

Empathy and compassion

Multitasking

Problem-solving abilities

Education

High school diploma or equivalent

Associate's degree or certification in healthcare administration

Tools

Call center software

Electronic health records (EHR) systems

Job description

Overview

Join the team at St. Lucie Eye Associates, where compassionate care meets cutting-edge eye health services. For over 75 years, we've proudly served the Treasure Coast with a commitment to excellence and community. Our team of dedicated professionals works together to preserve and enhance vision for every patient. Come grow your career with us and make a meaningful impact every day.

St. Lucie Eye is affiliated with EyeSouth Partners' premier network of medical and surgical specialty eye care services.

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.

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.
• Advance medical knowledge to understand various diagnoses 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.

Benefits

We offer a competitive benefits package to our employees.

• Medical
• Dental
• Vision
• 401k with match
• HSA/FSA
• Telemedicine
• Generous PTO Package

We also offer the following benefits for free.

• Employee Discounts and Perks
• Employee Assistance Program
• Group Life and 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.