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Customer Service Specialist

2 months ago

Marietta, Georgia, United States West Point Optical LLC Full time
West Point Optical Group

Company: West Point Optical
West Point Optical Group operates as a Franchisee with numerous Pearle Vision franchises across multiple states. The Call Center serves all franchise locations.

Job Overview

The following description outlines the general nature and level of work performed by associates in this role. It is not an exhaustive list of responsibilities and may be subject to change at the discretion of management.

JOB TITLE: Patient Support Coordinator

REPORTS TO: Call Center Manager

FLSA STATUS: Hourly; Non-Exempt

General Purpose

Manage incoming calls from clients to process orders, respond to inquiries, address complaints, troubleshoot issues, and provide essential information.

Main Responsibilities

• Respond to calls and emails promptly

• Schedule patient appointments efficiently

• Address patient inquiries via phone and email

• Inform patients when their orders are ready for collection

• Resolve patient complaints effectively

• Provide patients with relevant eye care information

• Verify patient insurance eligibility

• Input new customer data into the system

• Update existing customer records

• Identify and escalate priority issues as necessary

• Direct calls to the appropriate resources

• Conduct follow-up calls to ensure customer satisfaction

• Document all call interactions according to standard procedures

• Maintain call logs

• Generate call reports

Education and Experience

• High school diploma or equivalent required

• Proficient in relevant computer applications

• Required language proficiency

• Familiarity with customer service principles and practices

• Understanding of call center technology and telephony

• Previous experience in a call center, healthcare, or customer service setting preferred

• Strong data entry and typing skills

• Knowledge of administrative and clerical processes

Key Competencies

• Excellent verbal and written communication skills

• Strong listening abilities

• Proficient in problem analysis and resolution

• Customer service orientation

• Organizational skills

• Attention to detail

• Adaptability and teamwork

Job Type: Full-time

Required education:
  • High school diploma or equivalent
Required experience:
  • 3 years in a Call Center environment