Call Center Representative

EyeSouth Partners

Town of Florida (NY)

On-site

USD 21,000 - 30,000

Full time

4 days ago

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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

St. Lucie Eye Associates, affiliated with EyeSouth Partners, seeks a Call Center Representative to deliver high-quality patient service.

You will be the first contact for patients, referring doctor offices, and pharmacies, handling inquiries, appointments, and medical information with professionalism. Responsibilities include scheduling, triage, updating EHRs, and communicating insurance coverage while maintaining HIPAA standards.

Qualifications

High school diploma or equivalent; healthcare admin certification is a plus.
Prior call center, customer service, or healthcare experience preferred.
Excellent written and verbal communication; ability to convey medical info clearly.
Knowledge of HIPAA and patient privacy.

Responsibilities

Answer incoming calls from patients and address inquiries with courtesy.
Schedule, reschedule, confirm appointments across ophthalmology sub-specialties.
Verify patient information and collect medical details.
Update EHR accurately and efficiently.
Provide information about services and insurance coverage.
Assist with triage and scheduling requirements.
Handle patient complaints professionally and resolve to satisfaction.
Collaborate with referring offices and internal departments for coordination.
Maintain cohesive physician schedules across affiliated practices.
Document call interactions in the call center software.
Maintain HIPAA confidentiality.
Participate in ongoing training.
Aim to exceed call center metrics in quality and satisfaction.
Handle high call volumes and multitask efficiently.
Transfer calls using a multi-line system.

Skills

Communication skills

Verbal communication

Empathy

Multitasking

HIPAA knowledge

Healthcare terminology

EHR proficiency

Call center software

Education

High school diploma

Associate’s degree

Healthcare administration certification

Tools

Call center software

EHR systems

Databases

Job description

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. 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.