Bilingual Customer Service Specialist

1 week ago

Bellaire, Texas, United States Retina & Vitreous of Texas Full time

Company Overview:

At Retina & Vitreous of Texas, our dedicated team of retina specialists understands the complexities of medicine and is committed to delivering personalized care to our patients. Utilizing advanced technology, we ensure a compassionate and attentive environment. Our physicians are board-certified ophthalmologists, having completed a rigorous two-year fellowship in vitreoretinal surgery, specializing in retinal, macular, and vitreous diseases. With a robust team of six MDs and multiple locations, we strive to provide exceptional care at all times.

Position Summary:

As a Bilingual Call Center Representative, you will be essential in providing high-quality service to our patients, addressing their needs with professionalism and efficiency. You will be the initial point of contact for patients, referring medical offices, and pharmacies, assisting them with inquiries, appointment scheduling, and delivering outstanding customer service.

Key Responsibilities:
  • Respond to incoming calls from patients, addressing their inquiries and concerns with courtesy and empathy.
  • Manage appointment scheduling, including confirmations and rescheduling, across various ophthalmology specialties.
  • Verify and update patient information, ensuring accurate medical records.
  • Utilize electronic health records (EHR) efficiently to maintain up-to-date patient information.
  • Provide comprehensive information regarding healthcare services, procedures, and insurance options.
  • Enhance medical knowledge to facilitate effective triaging and scheduling.
  • Address patient complaints and concerns professionally, aiming for satisfactory resolutions.
  • Collaborate with external medical professionals and internal departments to ensure seamless patient care.
  • Maintain organized physician schedules across affiliated practices.
  • Document call interactions and relevant patient details accurately in the call center system.
  • Uphold strict confidentiality and patient privacy in compliance with HIPAA regulations.
  • Engage in ongoing training to stay informed about medical procedures and call center operations.
  • Aim to meet and exceed performance metrics, including call quality and patient satisfaction.
  • Effectively manage high call volumes while maintaining a positive demeanor.
  • Utilize a multi-line phone system to process and transfer calls efficiently.
Qualifications:
  • High school diploma or equivalent; an associate's degree or certification in healthcare administration is advantageous.
  • Experience in a call center, customer service, or healthcare environment is preferred.
  • Familiarity with ophthalmology is a plus.
  • Strong verbal and written communication skills, capable of conveying complex medical information clearly.
  • Empathy and a customer-centric approach when interacting with patients.
  • Knowledge of medical terminology, healthcare processes, and insurance concepts.
  • Proficient in call center software and electronic health records (EHR) systems.
  • Excellent multitasking abilities and the capacity to work under pressure.
  • Strong problem-solving skills to effectively address patient inquiries.
  • Maintain professionalism and composure in challenging situations.
  • Understanding of HIPAA regulations and commitment to patient confidentiality.
  • A positive attitude, adaptability, and eagerness to learn in a dynamic healthcare setting.
Company Benefits:

We provide a competitive benefits package, including:

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

Additionally, we offer the following benefits at no cost:

  • 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, celebrating diversity and fostering an inclusive environment for all employees.

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