Call Center Scheduling Specialist

ADP, Inc.; Winter Haven (FL); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

401(k)

401(k) Matching

AD&D Insurance

Health Insurance

Disability Insurance

Vision Benefits & Discounted Services

Employee Assistance Program

Life Insurance

Opportunities for Advancement

Paid Time Off

Paid Training

Professional Development Assistance

Referral Program

Job summary

Eye Specialists of Mid-Florida P.A. is seeking a Call Center Scheduling Specialist to handle incoming calls, triage messages, and schedule patient visits using ophthalmic scheduling software.

The role emphasizes excellent communication, detailed triage, and top-tier customer service within a fast-paced ophthalmology practice. The position is full-time and in-person in Winter Haven, FL, with responsibilities that include maintaining queue times, accurate message transfers, and adherence to HIPAA

Qualifications

• High school diploma or GED required.
• One year of Switchboard Operator experience in a medical office preferred.
• Experience in ophthalmology preferred but not required.

Responsibilities

• Gains hands-on knowledge of relevant appointment software.
• Answer the telephone by the third ring according to practice protocols.
• Maintain average wait time for each call to 30 seconds or less.
• Triage incoming calls to appropriate parties in a timely manner.
• Accurately transfer messages to the appropriate parties.
• Demonstrate high level of customer service with patients and referral sources.
• Schedule patient appointments per physician template and insurance needs.
• Properly cancel appointments as needed.
• Process mail according to practice protocols.
• Handle patient recall processes according to practice protocols.
• Address patient or referral provider complaints with excellent service.
• Maintain productivity standards as defined by the Call Center Captain.
• Participate in professional development and training as directed.

Skills

Friendly communication

Verbal & written communication

Triage calls

Phone system knowledge

Customer service

Team player

Multi-tasking under pressure

Interpersonal skills

Patient-centered attitude

Ophthalmic terminology knowledge

Education

High school diploma or GED

Tools

Appointment scheduling software

Practice management software

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Call Center Scheduling Specialist

QSZ WH Call Center Manager Regular - Hourly Full-Time Winter Haven, FL, US

POSITION SUMMARY

The Call Center Scheduling Specialist is responsible for answering incoming calls and triaging in a timely and efficient manner according to practice protocols. The Scheduling Specialist properly routes and transcribes messages appropriately and schedules patient visits according to physician templates. The Scheduling Specialist should have an excellent knowledge of the practice management scheduling software.

Please note that this job description is not exhaustive, and additional duties may be assigned as needed.

MINIMUM QUALIFICATIONS

• High school diploma or GED required
• One year of experience as a Switchboard Operator in a medical office setting preferred
• Experience in ophthalmology preferred but not required.

ESSENTIAL SKILLS AND ABILITIES

• Answer calls in a friendly and enthusiastic manner
• Excellent communication skills both verbal and written
• Ability to properly triage patient calls
• Excellent phone skills
• Hands-on working knowledge of the practice’s phone system
• Problem solves effectively and efficiently
• Detailed oriented
• Team player
• Self-directed, highly motivated, able to multi-task, work under pressure in a fast-paced environment
• Exceptional interpersonal skills
• Possess a caring, patient and friendly attitude
• Obtain a complete working knowledge of all ophthalmic terminology

DUTIES AND RESPONSIBILITIES

• Gain a complete hands-on working knowledge of relevant appointment software
• Answer the telephone by the third ring according to practice protocols
• Maintain average wait time for each call to 30 seconds or less
• Properly triage all incoming calls to the appropriate parties in a timely manner according to practice protocols
• Accurately transfer messages to the appropriate parties
• Consistently demonstrate a high level of customer service with patients, referral sources and other parties that call the office
• Schedule patient appointments according to physician template and insurance needs
• Properly cancel appointments as needed
• Process the mail according to the practice protocols
• Handle all aspects of the patient recall processes according to the practice protocols
• Handle any patient or referral provider complaints with a high level of customer service
• Maintain proper standards of productivity as defined by the Call Center Captain
• Professional and Personal Development/Goals and Objectives
• Exhibit professional demeanor with a positive attitude at all times when representing the practice
• Must attend all in-service and webinar training as directed by the Call Center Captain
• Set goals and objectives for professional growth. Review and revise goals on an ongoing basis
• Customer Service
• Support the practice core values and mission statement to develop, enhance and promote quality customer service through team effort
• Exhibit flexibility, sensitivity and respect while maintaining an effective working relationship with all team members
• Maintain practice confidentiality, follow HIPAA & OSHA guidelines and the rules and regulations of the practice as documented
• Perform other duties as assigned

JOB TYPE

• Full-time
• 40 hours per week

WORK LOCATION

• In Person

SUPERVISORY RESPONSIBILITIES

None

BENEFITS

• 401(k)
• 401(k) Matching
• AD&D Insurance
• Health Insurance
• Disability Insurance
• Vision Benefits & Discounted Services
• Employee Assistance Program
• Life Insurance
• Opportunities for Advancement
• Paid Time Off
• Paid Training
• Professional Development Assistance
• Referral Program

OTHER

This job description is intended only to describe the general nature and level of work performed. The Call Center Scheduling Specialist must be able to travel to various satellite locations as needed for work assignments. A valid Florida driver’s license is required. This job descriptionis not intended nor should it be interpreted as an exhaustive list of all duties, skills and responsibilities. The Call Center Scheduling Specialist will perform all duties listed in this job description as well as any other assigned by the Manager and physicians. Overtime may be required.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

Eye Specialists of Mid-Florida P.A. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are a drug and tobacco-free workplace.