Customer Service Representative

6 days ago

Raleigh, North Carolina, United States Raleigh Ophthalmology Full time
Job Summary

We are seeking a highly skilled and compassionate Customer Service Representative to join our team at Raleigh Ophthalmology. As a key member of our call center team, you will play a vital role in delivering exceptional patient service and ensuring their needs are met promptly and professionally.

Key Responsibilities
  • Answering Incoming Calls: Respond to patient inquiries, concerns, and requests in a courteous and empathetic manner.
  • Scheduling and Confirming Appointments: Schedule, reschedule, and confirm appointments for patients across various ophthalmology sub-specialties.
  • Verifying Patient Information: Verify patient information and obtain necessary medical information to create a comprehensive medical advisory.
  • Updating Electronic Health Records: Update electronic health records (EHR) accurately and efficiently.
  • Providing Accurate Information: Provide accurate and detailed information about healthcare services, procedures, and insurance coverage to patients.
  • Advancing Medical Knowledge: Stay up-to-date on various diagnoses to efficiently triage and schedule patient appointments.
  • Handling Patient Complaints: Handle patient complaints, issues, and concerns professionally, aiming to resolve them to the patient's satisfaction.
  • Collaborating with External Professionals: Collaborate with external medical professionals, such as referring doctor offices and internal departments, to ensure seamless patient care coordination.
  • Maintaining Physician Schedules: Maintain cohesive physician schedules for affiliated practices and locations.
  • Documenting Call Interactions: Document call interactions and relevant patient information accurately in the call center software system.
  • Adhering to Confidentiality Standards: Adhere to strict confidentiality standards and maintain patient privacy in accordance with HIPAA regulations.
  • Participating in Ongoing Training: Participate in ongoing training to stay updated on medical procedures, policies, and call center software.
  • Meeting Performance Metrics: Strive to achieve and exceed call center performance metrics, including call quality, first-call resolution, and patient satisfaction scores.
Requirements
  • Education: High school diploma or equivalent; associate's degree or certification in healthcare administration is a plus.
  • Experience: Previous experience in a call center, customer service, or healthcare setting is advantageous.
  • Skills: Strong communication skills, both verbal and written, with the ability to communicate complex medical information clearly. Empathy, compassion, and a customer-focused mindset when dealing with patients. Familiarity with medical terminology, healthcare procedures, and insurance concepts. Proficiency in using call center software, databases, and electronic health records (EHR) systems. Excellent multitasking skills and the ability to work under pressure. Strong problem-solving abilities to address patient inquiries effectively. Ability to maintain professionalism and composure during stressful situations. Understanding of HIPAA regulations and patient confidentiality.

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