Call Center Representative - Inbound

Mid Atlantic Retina; Marlton (NJ); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Hiring incentive

Job summary

Mid Atlantic Retina is seeking a Patient Care Liaison to join our call center team in Marlton, NJ. You will handle incoming calls, answer patient inquiries, schedule or modify appointments, and resolve routine questions while maintaining a calm, professional demeanor.

The role requires on-site attendance, with occasional travel to other locations and potential overtime. A $1,000 hiring incentive is available for new hires. Monday–Friday, 8:00 AM–5:00 PM availability is requested.

Qualifications

• Must be available 8:00 AM to 5:00 PM Monday to Friday.
• Handle incoming calls and answer patient inquiries in a calm manner.
• Schedule, change and cancel appointments; address general questions and patient complaints.

Responsibilities

• Regular and predictable on-site attendance.
• Travel to other locations as needed.
• Work overtime as needed.
• Handle inbound calls from internal and external customers.
• Take patient inquiries and forward to appropriate office for a call back.
• Enter patient information into scheduling system.
• Use patient reactivation system to call and schedule former patients.
• Evaluate patient issues to decide on call back or scheduling.
• Know commonly used insurances MAR participates with; identify where to look and whom to contact for rare insurances.
• Provide correct insurance provider numbers by state and look up referrals in Navinet; document appointments.
• Respond to patient complaints or escalate to supervisor.

Skills

Communication skills

Customer service

Scheduling

Data entry

Call center experience

Tools

Navinet

Scheduling system

Job description

Job Description

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

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

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

• 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.