Corporate Call Center Representative

EyeSouth Partners; United States; Remote; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k w/ Match

HSA/FSA

Telemedicine

Generous PTO Package

Employee Discounts and Perks

Employee Assistance Program

Group Life/AD&D

Short Term Disability Insurance

Long Term Disability Insurance

Job summary

EyeSouth Partners is seeking a Patient Access Representative to be the first point of contact for patients, referring doctors, and pharmacies. This remote role requires handling inquiries, scheduling, and providing accurate medical information while upholding HIPAA standards.

You will verify patient data, update EHRs, explain services and insurance coverage, and collaborate with internal teams to ensure smooth patient flow across ophthalmology practices.

Qualifications

• Prior medical experience is required.
• Ophthalmology or Optometry experience is required.

Responsibilities

• Answer incoming calls from patients and address inquiries with courtesy and empathy.
• Schedule, reschedule, and confirm appointments for ophthalmology sub-specialties.
• Verify patient information and obtain necessary medical information to create a comprehensive medical advisory.
• Update electronic health records (EHR) accurately.
• Provide information about healthcare services, procedures, and insurance coverage.
• Triagetasks to understand diagnosis for efficient triaging and scheduling.
• Handle patient complaints and resolve issues to patient satisfaction.
• Collaborate with referring doctor offices and internal departments for seamless care.
• Maintain cohesive physician schedules for affiliated practices and locations.
• Document call interactions accurately in the system.
• Adhere to HIPAA and patient confidentiality standards.
• Participate in ongoing training to stay updated on procedures and policies.
• Aim to exceed call quality, first-call resolution, and patient satisfaction metrics.
• Handle high call volumes and multitask effectively.
• Transfer calls using a multi-line phone system when needed.

Skills

Communication skills

Empathy

Multitasking

HIPAA knowledge

Call center software

Medical terminology

Customer service

Education

High school diploma

Associate degree in healthcare administration

Tools

EHR systems

Call center software

Job description

Company Overview

EyeSouth Partners is a leading physician-founded eye care organization building a premier network of clinical excellence across the nation. Based in Atlanta, we partner with respected eye care physicians to expand access to high-quality medical and surgical specialty services across 14 states. Our 70+ affiliated practices and 400+ doctors deliver care at 280+ clinic locations and 26 ambulatory surgery centers— and we're growing. We invest in our practices with capital, operational expertise, and strategic resources so physicians and their teams can focus on what matters most: exceptional patient care and clinical outcomes. We're looking for talented professionals who share our commitment to physician partnership, clinical quality, and patient-first care.

Position Summary

As a Patient Access Representative, you will play a vital role in delivering high-quality service to our patients and ensuring their needs are met promptly and professionally. You will serve as the first point of contact for patients, referring doctor offices and pharmacies, assisting them with inquiries, appointments, medical information, and providing outstanding customer service.

Location: Remote

Applicants who live and plan to work from the following states will not be considered at this time: Alaska, Arizona, California, Colorado, Delaware, Hawaii, Idaho, Montana, Maryland, Massachusetts, Nevada, New Mexico, Oregon, New Hampshire, New Jersey, Utah, New York, Rhode Island, Washington, and Wyoming. Thank you for your interest.

Responsibilities

• Answer incoming calls from patients and address their inquiries, concerns, and requests in a courteous and empathetic manner.
• Schedule, reschedule, and confirm appointments for patients across various ophthalmology sub-specialties.
• Verify patient information and obtain necessary medical information to create a comprehensive medical advisory.
• Update electronic health records (EHR) accurately and efficiently.
• Provide accurate and detailed information about healthcare services, procedures, and insurance coverage to patients.
• Advances medical knowledge to understand various diagnosis for efficient triaging and scheduling requirements.
• Handle patient complaints, issues, and concerns professionally, aiming to resolve them to the patient's satisfaction.
• Collaborate with external medical professionals such as referring Doctor offices and other internal departments to ensure seamless patient care coordination.
• Maintain cohesive physician schedules for affiliated practices and locations.
• Document call interactions and relevant patient information accurately in the call center software system.
• Adhere to strict confidentiality standards and maintain patient privacy in accordance with HIPAA regulations.
• Participate in ongoing training to stay updated on medical procedures, policies, and call center software.
• Strive to achieve and exceed call center performance metrics, including call quality, first-call resolution, and patient satisfaction scores.
• Handle high call volumes and manage multiple tasks simultaneously while maintaining a positive attitude.
• Accurately and efficiently process and transfer calls as needed using a multi-line phone system

Qualifications

• Prior medical experience is required
• Ophthalmology or Optometry experience is required
• Certified Ophthalmic Assistant (COA) or Certified Medical Assistant (CMA) preferred
• Triage experience preferred
• High school diploma or equivalent; associate's degree or certification in healthcare administration is a plus.
• Previous experience in a call center, customer service, or healthcare setting is advantageous.
• Previous ophthalmology experience a plus.
• Strong communication skills, both verbal and written, with the ability to communicate complex medical information clearly.
• Empathy, compassion, and a customer-focused mindset when dealing with patients.
• Familiarity with medical terminology, healthcare procedures, and insurance concepts.
• Proficiency in using call center software, databases, and electronic health records (EHR) systems.
• Excellent multitasking skills and the ability to work under pressure.
• Strong problem-solving abilities to address patient inquiries effectively.
• Ability to maintain professionalism and composure during stressful situations.
• Understanding of HIPAA regulations and patient confidentiality.
• Positive attitude, adaptability, and a willingness to learn and grow in a dynamic healthcare environment.

Company Benefits

We offer a competitive benefits package to our employees:

• Medical
• Dental
• Vision
• 401k w/ Match
• HSA/FSA
• Telemedicine
• Generous PTO Package

We also offer the following benefits for FREE:

• Employee Discounts and Perks
• Employee Assistance Program
• Group Life/AD&D
• Short Term Disability Insurance
• Long Term Disability Insurance

EyeSouth Partners is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.