Customer Resolution Spec

American Vision Partners; Tempe (AZ); On-site; USD 22,000 - 33,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Eye care discounts

Child care assistance

Pet insurance

Continuing education funds

401(k)

Paid holidays

PTO

Sick Time

Growth opportunities

Job summary

American Vision Partners seeks a Customer Resolution Specialist to schedule urgent and emergent appointments while remaining calm, supportive, and empathetic. This in-office role requires coordinating with clinics, verifying medical records, and maintaining confidentiality under HIPAA guidelines.

The ideal candidate may be bilingual in Spanish and has familiarity with computer and phone systems. The position emphasizes teamwork, patient service, and adherence to department policies.

Qualifications

• Bilingual in Spanish is highly preferred but not required.
• Experience in delivering customer service in a professional manner.
• Experience in call centers and healthcare settings is preferred but not required.
• Ability to express self clearly in writing and verbally with tact and professionalism.
• In-office position; strong computer and phone literacy.

Responsibilities

• Schedules, coordinates, and reschedules patient Urgent and Emergent appointments.
• Works to complete all tasks assigned by the Contact Center by end of each day.
• Maintains confidentiality and follows HIPAA guidelines.
• Verifies information in the medical record and updates patient profiles.
• Communicates with patients, clinics, and coworkers to ensure smooth scheduling.

Skills

Bilingual in Spanish

Customer service

Call center experience

Attention to detail

Education

High School Diploma or GED

Job description

Company Intro

AtAmerican Vision Partners (AVP), we partner with the most respected ophthalmology practices in the country and integrate best-in-class management systems, operational infrastructure, and advanced technology to provide the highest quality patient care possible. Our practices include Barnet Dulaney Perkins Eye Center, Southwestern Eye Center, Retinal Consultants of Arizona, M&M Eye Institute, Abrams Eye Institute, Southwest Eye Institute, Aiello Eye Institute, Moretsky Cassidy Vision Correction, Wellish Vision Institute, West Texas Eye Associates and Vantage Eye Center. We are focused on building the nation’s largest and most comprehensive eye care practices and currently operate more than 100 eye care centers in Arizona, New Mexico, Nevada, California and Texas – including 25 ambulatory surgical centers. At AVP we value teamwork, providing exceptional experiences, continuous improvement, financial strength, and hard work. We are committed to providing best-in-class patient care, pioneering research and technology, and most importantly, rewarding and recognizing our employees!

Overview

As a Customer Resolution Specialist, you'll be responsible for scheduling patients for urgent and emergent appointments while remaining calm, supportive, and empathetic.

Responsibilities

• Schedules, coordinates, and reschedules patient Urgent and Emergent appointments in a timely manner.


• Works to complete all task, tasked from Contact Center by end of every day.


• Works closely with patients, clinics, and co-workers.


• Verifies necessary information in the medical record.


• Updates profiles on all patients.


• Maintains and updates current information on physician schedules, ensuring patients are scheduled properly.


• Provides assistance in the scheduling when short staffed.


• Screen calls for clinics, provides information to patients and clinics.


• Maintains strictest confidentiality.


• Following HIPAA guidelines.


• Performs special projects as assigned.


• Answers patient questions and provides information in a helpful manner.


• Maintains strictest confidentiality, following HIPAA guidelines.


• Utilizes all tools to verify insurances and continuous changes in this area.


• Shows respect and deals appropriately with co-workers and patients.


• Adheres to all policies, procedures, guidelines, and expectations set by the company and department.


• Provides quality customer service.


• Seeks clarification from Team Lead/Manager as needed.


• Performs special projects and all other duties as assigned by leadership/management.

Qualifications

• High School Diploma or GED


• Bilingual in Spanish highly preferred but not required


• Working knowledge of computers and phone systems.


• Experience with staff development, queue monitoring, and departmental adherence to all policies, procedures, guidelines, and expectations.


• Call center and healthcare experience is preferred but not required.


• Possess the ability to express self orally and in writing with clarity, tact, respect, and professionalism.


• In-office position.


• Computer and phone literate.


• Some weekend availability required.


• Strong organizational skills with attention to detail.


• Ability to lead others by example, being hands on, and being actively involved in department success.


• Ability to maintain a high level of confidentiality (HIPAA guidelines and regulations) and professionalism

Benefits & Perks

Your health, happiness and your future matters! At AVP, we offer everything from medical and dental insurance, significant eye care discounts, child care assistance, pet insurance, continuing education funds, 401(k), paid holidays, PTO, Sick Time, opportunity for growth, and much more!