Call Center Representative

Midwest Vision Partners; Washington (District of Columbia); On-site; USD 42,000 - 64,000; Full time

Job summary

Midwest Vision Partners seeks a Patient Intake and Communications Representative to act as the liaison between the practice and patients, handling scheduling and triage with accuracy and empathy.

You will manage phone, email, and text communications, coordinate physician schedules, send information packets, and maintain patient records while delivering high-quality service.

On-site training 2–3 times per month and a focus on improving patient experience and operational efficiency.

Qualifications

• Customer service experience is required.
• Strong phone and verbal communication skills, including active listening.
• Attention to detail and ability to manage multiple tasks.

Responsibilities

• Coordinate physician schedules to ensure smooth appointment flow.
• Call patients to reschedule appointments as needed.
• Reach out to non-responsive patients to secure rescheduled appointments.
• Type and distribute weekly schedules to offices and staff.
• Send information packets or mass mailings when requested.
• Maintain accurate patient records and ensure referrals are properly filed.
• Triages calls to ensure compliance with location doctors.
• On-site presence 2–3 times per month for training.
• Meet Quality and NPS score requirements.
• Adhere to policies and procedures; support remote work technology requirements.

Skills

Customer service

Phone communication

Active listening

Attention to detail

Independent work

Problem solving

Adaptability

Education

High school diploma

Job description

Patient Intake and Communications Representative

We are looking for a Patient Intake and Communications Representative that will be the liaison between Midwest Vision Partners and our current and potential patients. In this role, you will be responsible for the accurate, timely and efficient scheduling & triaging of all Midwest Vision Partners subsidiaries / sites. The successful candidate demonstrates high attention to detail, and an ability to utilize excellent probing and call listening skills to address and resolve patient needs.

In this role, you will provide excellent customer service and a high level of reliability to ensure we are delivering the highest possible quality service, in a positive professional manner.

What You Will Be Working On

• Coordinate all physician schedules in an orderly fashion to ensure all appointments flow smoothly
• Call patients to reschedule appointments as needed
• Contact patients who may have not responded to their reminder calls and be assertive to ensure the appointment will be rescheduled (telemarketing)
• Type and distribute weekly doctor schedules to all medical/surgical offices and staff
• Send information packets, mass mailing to all patients and/or offices when requested
• Assure appropriate documentation is provided in each patient record
• Assure incoming & outgoing clinical summaries and referrals are appropriately placed in the patient record
• Ensure referrals are received as necessary by doctor or insurance
• Triage calls properly to assure location doctor compliance
• Must be willing and able to be on site 2–3 times per month for training and continuous education
• Achieve Quality and NPS score requirements
• Comply with all policies and procedures of the organization, including but not limited to standard operating procedures and Employee Handbook
• Must be willing and able to meet Call Center Remote Work Technology requirements (see addendum)
• Perform various other duties as requested

What Will Make You Awesome

• Able to handle multi-task work and manage time effectively in a fast-paced environment
• Perseverance and excellent follow through
• Customer-service experience
• Problem-solving / critical thinking
• Adaptability and assertiveness

What You Know

To be successful in this role you should have the following experience or knowledge:

• Strong ability to work independently with limited oversight post-training
• Attention to detail
• Strong phone and verbal communication skills, including active listening
• Excellent customer service and communication skills, including communication via email and text
• Computer proficiency
• Minimum of 2 years of medical and/or clinical experience
• High school diplomaThe identification of Duties and Responsibilities does not display an exhaustive list of all duties that may be assigned to this position, nor does it restrict the related work that may be assigned to this position.