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Bilingual Call Center Representative
2 months ago
We are seeking a highly skilled and bilingual Call Center Representative to join our team at Retina & Vitreous of Texas. As a key member of our customer service team, you will be responsible for delivering exceptional service to our patients, referring doctor offices, and pharmacies. Your primary focus will be on scheduling, rescheduling, and confirming appointments for patients across various ophthalmology sub-specialties.
Responsibilities- Answering Incoming Calls: Respond to patient inquiries, concerns, and requests in a courteous and empathetic manner.
- Scheduling and Coordination: Schedule, reschedule, and confirm appointments for patients across various ophthalmology sub-specialties.
- Medical Information: Verify patient information and obtain necessary medical information to create a comprehensive medical advisory.
- Electronic Health Records: Update electronic health records (EHR) accurately and efficiently.
- Healthcare Information: Provide accurate and detailed information about healthcare services, procedures, and insurance coverage to patients.
- Medical Knowledge: Advance medical knowledge to understand various diagnoses for efficient triaging and scheduling requirements.
- Patient Complaints: Handle patient complaints, issues, and concerns professionally, aiming to resolve them to the patient's satisfaction.
- Collaboration: Collaborate with external medical professionals such as referring doctor offices and other internal departments to ensure seamless patient care coordination.
- Scheduling Coordination: Maintain cohesive physician schedules for affiliated practices and locations.
- Documentation: Document call interactions and relevant patient information accurately in the call center software system.
- Confidentiality: Adhere to strict confidentiality standards and maintain patient privacy in accordance with HIPAA regulations.
- Ongoing Training: Participate in ongoing training to stay updated on medical procedures, policies, and call center software.
- Performance Metrics: Strive to achieve and exceed call center performance metrics, including call quality, first-call resolution, and patient satisfaction scores.
- Call Handling: Handle high call volumes and manage multiple tasks simultaneously while maintaining a positive attitude.
- Call Transfer: Accurately and efficiently process and transfer calls as needed using a multi-line phone system.
- Experience: Experience with retina scheduling strongly preferred.
- Bilingual: Bilingual English/Spanish strongly preferred.
- Education: High school diploma or equivalent; associate's degree or certification in healthcare administration is a plus.
- Previous Experience: Previous experience in a call center, customer service, or healthcare setting is advantageous.
- Ophthalmology Experience: Previous ophthalmology experience a plus.
- Communication Skills: Strong communication skills, both verbal and written, with the ability to communicate complex medical information clearly.
- Empathy and Compassion: Empathy, compassion, and a customer-focused mindset when dealing with patients.
- Medical Terminology: Familiarity with medical terminology, healthcare procedures, and insurance concepts.
- Call Center Software: Proficiency in using call center software, databases, and electronic health records (EHR) systems.
- Multitasking: Excellent multitasking skills and the ability to work under pressure.
- Problem-Solving: Strong problem-solving abilities to address patient inquiries effectively.
- Professionalism: Ability to maintain professionalism and composure during stressful situations.
- HIPAA Regulations: Understanding of HIPAA regulations and patient confidentiality.
- Adaptability: Positive attitude, adaptability, and a willingness to learn and grow in a dynamic healthcare environment.
We offer a competitive benefits package to our employees, including medical, dental, vision, 401k with match, HSA/FSA, telemedicine, and a 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, and 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.
