Call Center Representative - Inbound

midatlanticretina; Marlton (NJ); On-site; USD 40,000 - 52,000; Full time

Job summary

Mid Atlantic Retina is seeking a Patient Care Liaison to handle inbound calls, schedule and modify patient appointments, and resolve inquiries in a call-center environment. The role requires accurate data entry and insurance knowledge, with on-site work in Marlton, NJ.

Responsibilities include communicating with patients, managing scheduling flows, and escalating complex issues to appropriate offices while maintaining a courteous and professional demeanor.

Qualifications

• Experience in a call center environment.
• Ability to schedule and cancel appointments.
• Strong data entry and insurance knowledge.

Responsibilities

• Answer patient inquiries via inbound calls in a calm, helpful manner.
• Schedule and update patient appointments; handle changes and cancellations.
• Enter patient information accurately into the scheduling system.
• Respond to patient questions and forward more complex issues to the appropriate office.

Job description

Spanish speaking reps are encouraged to apply!

This position is eligible for Mid Atlantic Retina's $1,000 Hiring Incentive! The hired candidate will receive $500 after successful completion of 90 days of employment and $500 after successful completion of 1 year of employment! Available to new hires only- not available to agency hires, internal transfers, or re-hires.

MUST BE ABLE TO BE AVAILABLE BETWEEN 8:00AM - 5:00PM MONDAY to FRIDAY

Job Description

Patient Care Liaisons work in a call center environment, handling incoming calls daily in a pleasant and calm manner to answer patient inquiries, schedule, change and cancel appointments, answer general questions and handle patient complaints.

Essential Functions

1. Regular and predictable on-site attendance required.
2. Travel to other locations as needed.
3. Work overtime as needed.
4. Handling inbound calls from internal inbound and external outbound customers.
5. Take patient inquires and forward to appropriate office for a call back.
6. Obtaining patient information and entering data into scheduling system
7. Using patient reactivation system to call and schedule former patients.
8. Evaluate patient problem to determine whether a call back or scheduling would be appropriate.
9. Know list of general insurances that MAR participate with, identify where to look, who to contact re: infrequently used insurances
10. Give out correct insurance provider numbers by state and look up referrals in Navinet system and document appointment.
11. Respond to patient complaints appropriately, or refer to supervisor as needed.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• This is largely a sedentary role; however, some filing may be required. This would require the ability to lift files, bend and reach open filing cabinets and bend or stand on a stool as necessary.
• While performing the duties of this job, the employee is regularly required to talk, communicate verbally in front of groups, one to one and over the telephone and in email.
• Listening to verbal communication using a headset and processing the information while entering the data into a computer system, processing auditory information and responding verbally back in an appropriate manner.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Using hands to operate equipment such as a computer mouse, show manual or finger dexterity, handle things with precision or speed, use muscular coordination and physical stamina.
• Following through on plans or instructions.
• Using words to communicate ideas, reading with comprehension and estimate distance and time for things such as travel or wait times.