Call Center Representative (Bi-lingual Spanish)

Family Eye Physicians; Oakbrook Terrace (IL); On-site; USD 22,000 - 30,000; Full time

Job summary

Family Eye Physicians is seeking a friendly Call Center Representative to handle appointment scheduling, patient registration, insurance verification, and general inquiries in a high-volume, on-site role at our Oak Brook Terrace office. This bilingual position requires English/Spanish fluency, strong communication, and multitasking skills.

Proficiency with EMR/practice management software and scheduling is expected, supporting a smooth patient experience and accurate records.

Qualifications

• High school diploma or equivalent.
• Strong communication, active listening, and phone etiquette skills.
• Bilingual fluency in English and Spanish (written and verbal).
• Familiarity with medical insurance plans and verification.
• Experience with EMR/practice management software and scheduling.
• Previous ophthalmology or optometry office experience.

Responsibilities

• Appointment Scheduling and Management.
• Answer incoming calls in a courteous, professional manner.
• Schedule, reschedule, and cancel patient appointments per practice guidelines.
• Accurately document scheduling changes and follow protocols to optimize provider schedules.
• New Patient Registration.
• Register new patients and update existing records in the practice management system.
• Collect and verify complete patient demographic information prior to visits.
• Insurance Verification.
• Collect primary/secondary insurance details and verify coverage eligibility.
• Identify coverage issues, high balances, or referral/authorization requirements and route appropriately.
• Patient Customer Service and General Inquiries.
• Answer patient questions regarding locations, hours, policies, and availability.
• Route billing, medical records, prescription, and clinical inquiries to the correct department.
• Handle concerns professionally and maintain a compassionate, patient-focused attitude.

Skills

Bilingual English/Spanish

Phone etiquette

Active listening

Multitasking

Customer service

Education

High school diploma or equivalent

Tools

EMR / practice management software

Scheduling software

Job description

Family Eye Physicians

Job Description

Call Center Representative (Bi-lingual Spanish)

Department

Call Center

Reports To

Karen Shelton, Revenue Cycle Manager

Employment Type

Full-Time

Location

On Site in Oak Brook Terrace, IL

Position Summary

Family Eye Physicians is seeking a friendly, professional Call Center Representative to handle appointment scheduling, patient registration, insurance verification, and general inquiries in a high-volume environment on site at our Oak Brook Terrace office.

Key Responsibilities

• Appointment Scheduling and Management
• Answer incoming calls in a courteous, professional manner.
• Schedule, reschedule, and cancel patient appointments per practice guidelines.
• Accurately document scheduling changes and follow protocols to optimize provider schedules.
• New Patient Registration
• Register new patients and update existing records in the practice management system.
• Collect and verify complete patient demographic information prior to visits.
• Insurance Verification
• Collect primary/secondary insurance details and verify coverage eligibility.
• Identify coverage issues, high balances, or referral/authorization requirements and route

appropriately.

• Patient Customer Service and General Inquiries
• Answer patient questions regarding locations, hours, policies, and availability.
• Route billing, medical records, prescription, and clinical inquiries to the correct department.
• Handle concerns professionally and maintain a compassionate, patient-focused attitude.

Required Qualifications

• High school diploma or equivalent.
• Strong communication, active listening, and phone etiquette skills.
• Basic computer proficiency and ability to multitask in a busy environment.
• Bilingual fluency in English and Spanish (written and verbal).
• Familiarity with medical insurance plans (Medicare, Medicaid, commercial) and verification.
• Experience with EMR/practice management software and scheduling.
• Previous ophthalmology or optometry office experience.

Professional Expectations

• Maintain dependable attendance and punctual arrival.
• Communicate respectfully and empathetically with patients and team members.
• Take ownership of assigned tasks and support a positive team environment.

Our Commitment

At Family Eye Physicians, our goal is to provide exceptional patient care beginning with the very first phone call. Every call center team member plays an important role in creating a positive patient experience and ensuring efficient daily practice operations.