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Customer Service Agent

2 months ago

Gahanna, Ohio, United States West Point Optical LLC Full time
Job Overview

Company: West Point Optical LLC

West Point Optical LLC operates as a franchisee with numerous locations across the United States, providing essential support through its call center.

Position Summary

The following description outlines the primary duties and responsibilities associated with the role of a Patient Call Center Representative. This is not an exhaustive list and may be adjusted based on organizational needs.

Role Title:

Patient Call Center Representative

Reporting Structure:

Reports To: Call Center Manager

Employment Status:

FLSA Status: Hourly; Non-Exempt

Core Responsibilities

The Patient Call Center Representative is responsible for:

  • Receiving and responding to incoming calls and emails.
  • Scheduling patient appointments efficiently.
  • Addressing patient inquiries via phone and email.
  • Conducting research to gather necessary information.
  • Managing and resolving patient complaints effectively.
  • Providing comprehensive eye healthcare information to patients.
  • Verifying patient insurance eligibility.
  • Entering and updating customer information in the system.
  • Identifying and escalating priority issues as needed.
  • Routing calls to the appropriate resources.
  • Following up on customer calls when necessary.
  • Documenting all call interactions in accordance with standard operating procedures.
  • Completing call logs accurately.
Qualifications

To be considered for this role, candidates should possess:

  • A high school diploma or equivalent.
  • Proficiency in relevant computer applications.
  • Required language proficiency.
  • Understanding of customer service principles and practices.
  • Familiarity with call center technology (minimum of 3 years).
  • Previous experience in an administrative or receptionist capacity.
Essential Skills

Successful candidates will demonstrate:

  • Strong verbal and written communication abilities.
  • Excellent listening skills.
  • Analytical and problem-solving capabilities.
  • A customer service-oriented mindset.
  • Organizational skills with attention to detail.
  • Adaptability and teamwork.
Job Type:

Full-time

Work Environment:

In Person