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Call Center Representative

4 months ago

Austin, United States Epiphany Dermatology Full time
Job DescriptionJob Description

Are you looking for an incredible opportunity to join a dynamic, fast-growing dermatology services company? Epiphany Dermatology, headquartered in Austin, TX, is on a mission to improve access to dermatology services and provide exceptional patient care in underserved markets across the U.S.

We are looking for a service-oriented, motivated individual to join us as a Call Center Representative II to accomplish this mission. With ambitions to increase our reach over the next four to five years, our quickly expanding company has gone from a single site in 2015 to nearly 100 dermatological clinics nationwide.

Our employees are the key to our success and we’re proud to offer eligible employees great benefits (many at no cost), perks like free skin care, generous time off plans, the opportunity for growth, and the chance to be part of a purpose-driven organization taking patient care to the next level.


We are excited to grow our team with individuals who are as passionate about our patients as we are and invest a lot of time and energy in our employees’ development because we believe being a part of the Epiphany team is a career opportunity—not just another job.


If you are interested in joining this mission-driven team, please consider applying today


What we are looking for:

We are looking for a self-motivated Call Center Representative with excellent customer service skills to add to our already awesome team Not only should this employee be comfortable speaking with patients and providing exceptional customer service but you will provide a variety of support functions in a call center environment that are critical in providing a welcoming experience for our patients. This individual holds a central role in appointment scheduling, patient billing support, and communications between patients, insurances, and clinics. Call Center Representative are responsible for ensuring patient needs are appropriately met and accounts are accurately kept within company and federal guidelines

What you’ll do:

  • Provides excellent customer service by answering phones in a timely, positive, courteous, and welcoming manner.

  • Manages incoming phone calls, emails, messages, and referrals to completion and in a timely fashion.

  • Provides exceptional customer service skills even during trying situations when a patient or customer is frustrated, stays calm and maintains friendly manner in difficult situations

  • Performs appointing functions with accuracy and per patient or provider request, such as scheduling appointments, managing cancellations, re-schedules, visit cycles and wait lists.

  • Identifies patient’s age-specific and information or communication needs prior to visit.

  • Works to create and maintain excellence in patient/family satisfaction, relationships and engagement. Resolves problems in a timely fashion. Documents unresolved issues voiced by patients and refers to appropriate party for resolution.

  • Maintains thorough and detailed knowledge of insurance, self-pay billing, follow-up guidelines, and regulations for third party vendors.

  • Helping patients with questions regarding their copay options and insurance questions.

  • The support billing department and call center, as needed, and in areas that do not create internal control conflict.

  • Other duties as assigned.


If you’re a team player, with excellent customer service skills, experience with handing high call volumes, and have the ability to make people smile over the phone …. we want to talk to you


It’ll help to have/be:

  • Excellent organizational and prioritizing skills

  • Ability to work in a fast-paced, sometimes stressful environment

  • Ability to maintain a high level of confidentiality.

  • Detail-oriented and able to handle multiple tasks, following through to completion.


Qualifications/Experience:

  • High school diploma or general education degree (GED).

  • At least three (3) years’ experience in a high volume healthcare specific call center environment.

  • Bilingual in English and Spanish (or other secondary language) preferred.

  • Experience with EMA and/or Advanced MD a plus.


Work Environment and Physical Requirements:

Administrative office may have minimum visits to medical offices with possible exposure to procedure/exam room and laboratory environment may include exposure to communicable diseases, bloodborne pathogens, biohazards or toxic substances. Daily activities may include standing, walking, sitting, bending and lifting items up to 30 lbs.


Benefits:

We offer generous benefits including medical, life insurance, short-term disability coverage, mental health services, and more at no cost for eligible employees. In addition, we have great vision, dental, and supplemental insurance options. We also offer 401k with company matching, employee discounts, HSA and FSA/dependent care, tuition assistance, certification reimbursement, and more