Call Center Representative

Wilmington Eye; Wilmington (NC); On-site; USD 32,000 - 42,000; Full time

Job summary

Wilmington Eye is seeking a Call Center Representative to handle incoming calls with courtesy and professionalism. You will collect appointment information, direct calls to the right staff, and enter data into NextGen software as part of patient scheduling.

This role emphasizes accurate data entry, empathy for patients, and the ability to juggle multiple tasks in a fast-paced environment. You will also assist with chart administration, schedule changes, and basic patient communications for staff

Qualifications

• High school diploma or equivalent.
• Experience in customer service helpful.
• NextGen experience preferred.

Responsibilities

• Data Entry and Chart Administration.
• Schedule, reschedule, and cancel appointments as necessary.
• Track all relevant patient information and make necessary notations and changes in computer system.
• Telephone and Greeting: Answer telephone calls promptly; Direct calls to appropriate personnel.
• Identify emergency calls and route to triage.
• Create patient communications for staff members and physicians as necessary.
• Consistent Patient Follow-Up.
• Reschedule missed appointments or reschedule for physicians prn.
• Referrals.
• Consistently monitor the shared fax folder and route incoming documents to recipients or schedule patients appropriately.
• Upload documents into Nextgen.

Skills

Customer service

Data entry

Team player

Multitasking

Attention to detail

Empathy

Communication

Education

High School Diploma

Tools

NextGen

Job description

Position: Call Center RepresentativeDepartment: Patient ServicesReports To: Patient Services ManagerJob Summary: Answer telephone in an enthusiastic, courteous and professional manner. Direct calls to appropriate personnel. When scheduling appointments, collect all pertinent information from patient and enter in computer. Reschedule and cancel appointments as necessary.Education and Experience:High school diploma or equivalent.Experience in customer service helpful.Nextgen experience preferred.Essential Skills and Abilities:Excellent customer service and communication skills.Strong and experienced background in data entry.Ability to work as a team member.Manage multiple tasks simultaneously.Highly motivated and organized.Empathetic with patients’ needs and concerns.Excel under pressure.Attention to detail.Treat patients with respect.Maintain patient confidentially at all times.Responsibilities:Data Entry and Chart AdministrationSchedule, reschedule, and cancel appointments as necessary.Track all relevant patient information and make necessary notations and changes in computer system.Telephone and GreetingAnswer telephone calls promptly. Address the patient’s concern in calling. Direct all calls to appropriate personnel.Identify emergency calls and route to triage.Create patient communications for staff members and physicians as necessary.Consistent Patient Follow-UpReschedule missed appointments or reschedule for physicians prn.ReferralsConsistently monitor the shared fax folder and route incoming document to recipient or schedule patient appropriatelyUpload documents into Nextgen