Senior Customer Service Representative

Paycom; Henderson (NV); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Generous Paid Time Off

Medical, dental and vision benefits

401(K)

Certification reimbursement

Job summary

Comprehensive EyeCare Partners is seeking a Senior Customer Service Representative in Henderson, NV. This role involves handling inbound and outbound calls to schedule patient appointments while delivering exceptional patient service.

Responsibilities include verifying demographics and insurance, coordinating with providers, and maintaining accurate records in the EMR system. The position emphasizes HIPAA compliance and collaboration across the call center team.

Qualifications

• Prior scheduling experience in a medical setting.
• At least 1 year in a medical office.
• 1 year in a patient experience role.
• Familiarity with medical office management and EMR software.
• Strong written and verbal communication across all levels, including executive leadership.
• Outstanding customer service and patient-centered approach.
• Proficient with Internet, intranet resources and MS Outlook.
• Typing speed of 35 WPM.

Responsibilities

• Answer incoming calls from patients and healthcare providers professionally.
• Complete outbound calls to complete patient care cycle (no sales).
• Reschedule and cancel medical appointments using scheduling software.
• Verify patient demographics and insurance information.
• Coordinate appointment schedules with providers across locations.
• Provide patients with appointment prep, location details, and instructions.
• Document all patient interactions in the electronic medical records system.
• Collaborate with call center team to address inquiries and resolve scheduling issues.
• Adhere to HIPAA regulations and maintain patient confidentiality.
• Assist in other administrative tasks as assigned by the supervisor.

Skills

Scheduling

Medical office

Patient experience

EMR software

Communication

Customer service

HIPAA

MS Outlook

Typing (35 WPM)

Education

High school diploma or GED

Some college

Tools

Scheduling software

MS Outlook

Internet/Intranet resources

Job description

Job Details: Level: Experienced, Job Location: Central Support - Henderson, NV 89052, Position Type: Full Time, Education Level: High School, Travel Percentage: None, Job Category: Customer Service, Comprehensive EyeCare Partners is one of the nations largest vision care management service organization. CompEye is focused on providing best-in-class, full-spectrum practice management and administrative services to its affiliated physicians and practices in support of their mission to deliver clinical excellence. Our Mission: Building the nations preeminent eye care services company by partnering with world class physicians, driving superior clinical and surgical outcomes, while optimizing the patient experience.

Position Summary

As a Senior Customer Service Representative, you will be responsible for efficiently handling inbound and outbound calls scheduling medical appointments for patients while providing exceptional customer service.

Work Schedule

Work Schedule: Monday - Friday, 8:30AM-5:00PM

Roles and Responsibilities

• Answer incoming calls from patients and healthcare providers professionally and courteously.
• Complete outbound calls to complete patient care cycle. (no sales)
• Reschedule and cancel medical appointments accurately and efficiently using our scheduling software.
• Verify patient demographics and insurance information to ensure accuracy and completeness.
• Coordinate appointment schedules with various healthcare providers in numerous locations to optimize patient care and clinic efficiency.
• Provide patients with necessary information regarding appointment preparation, location, and any special instructions.
• Document all patient interactions and appointment details accurately in the electronic medical records system.
• Collaborate with other call center team members to address patient inquiries and resolve scheduling issues.
• Adhere to all HIPAA regulations and always maintain patient confidentiality.
• Assist in other administrative tasks and projects assigned by the supervisor.

Experience Requirements

• Prior experience in scheduling.
• One year of experience working in a medical office.
• One year of employment in a patient experience position required.
• Familiarity with medical office management and electronic medical record software.
• Strong written and verbal communication skills, with the capacity to engage effectively with individuals across all organizational tiers, including executive leadership.
• Outstanding customer service aptitude.
• Dedication to a patient-centered approach, delivering exceptional patient care
• Proficiency in use of Internet, Intranet resources and MS Outlook
• Proficient typing speed and accuracy (35 WPM)

Education Requirements

• High school diploma or GED preferred; some college preferred

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. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is primarily required to sit for extended periods, use hands for typing and operating computer equipment, and talk or hear while communicating with callers. The employee may occasionally be required to stand or walk within the call center environment. The employee must have the ability to maintain focus and concentrate on tasks amidst potential distractions. Specific vision abilities required by this job include close vision for reading and distance vision for viewing computer screens. The physical demands of this position typically involve minimal lifting or carrying of objects, not exceeding 10 pounds.

Benefits

• Generous Paid Time Off
• Medical, dental and vision benefits
• Paid Holidays
• Company paid life insurance
• 401(K)
• On-going education available including certification reimbursement
• Discount Programs Including Vision discounts on products and services