Customer Service Representative

4 weeks ago

Atlanta, Georgia, United States West Point Optical LLC Full time
Job Title: Patient Call Center Representative

West Point Optical Group is a leading provider of eye care services, with 61 Pearle Vision franchises across the United States. As a Patient Call Center Representative, you will play a critical role in supporting our locations and delivering exceptional customer service to our patients.

Job Summary:

We are seeking a highly skilled and customer-focused individual to join our call center team. As a Patient Call Center Representative, you will be responsible for answering incoming calls, responding to emails, and providing information to patients. You will also schedule appointments, handle patient inquiries, and resolve any issues that may arise.

Main Responsibilities:
  • Answer calls and respond to emails in a timely and professional manner
  • Schedule appointments and manage patient schedules
  • Handle patient inquiries and provide information on eye care services
  • Resolve patient complaints and issues in a fair and timely manner
  • Provide patients with information on eye health and wellness
  • Confirm patient insurance eligibility and manage billing
  • Enter new customer information into our system and update existing records
  • Identify and escalate priority issues to management
  • Route calls to appropriate resources and follow up with patients to ensure satisfaction
  • Document all call information according to standard operating procedures
Requirements:
  • High school diploma or equivalent
  • Proficient in relevant computer applications
  • Required language proficiency
  • Knowledge of customer service principles and practices
  • Knowledge of call center telephony and technology
  • Some experience in a call center, healthcare, or customer service environment
  • Good data entry and typing skills
  • Knowledge of administration and clerical processes
Key Competencies:
  • Verbal and written communication skills
  • Listening skills
  • Problem analysis and problem-solving
  • Customer service orientation
  • Organizational skills
  • Attention to detail
  • Adaptability
  • Teamwork
Job Type:

Full-time

Required Education:

High school or equivalent

Required Experience:

Call Center: 3 years

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