Call Center Representative

2 weeks ago

Lansing, Michigan, United States Midwest Vision Partners Full time

We are looking for a Patient Intake and Communications Representative that will be the liaison between Midwest Vision Partners and our current and potential patients. In this role, you will be responsible for the accurate, timely and efficient scheduling & triaging of all Midwest Vision Partners subsidiaries / sites. The successful candidate demonstrates high attention to detail, and an ability to utilize excellent probing and call listening skills to address and resolve patient needs. In this role, you will provide excellent customer service and a high level of reliability to ensure we are delivering the highest possible quality service, in a positive professional manner.

The identification of Duties and Responsibilities does not display an exhaustive list of all duties that may be assigned to this position, nor does it restrict the related work that may be assigned to this position.

WHAT YOU WILL BE WORKING ON:

  • Coordinate all physician schedules in an orderly fashion to ensure all appointments flow smoothly
  • Call patients to reschedule appointments as needed
  • Contact patients who may have not responded to their reminder calls and be assertive to ensure the appointment will be rescheduled (telemarketing)
  • Type and distribute weekly doctor schedules to all medical/surgical offices and staff
  • Send information packets, mass mailing to all patients and/or offices when requested
  • Assure appropriate documentation is provided in each patient record
  • Assure incoming & outgoing clinical summaries and referrals are appropriately placed in the patient record
  • Ensure referrals are received as necessary by doctor or insurance
  • Triage calls properly to assure location doctor compliance
  • Must be willing and able to be on site 2-3 times per month for training and continuous education.
  • Achieve Quality and NPS score requirements
  • Comply with all policies and procedures of the organization, including but not limited to standard operating procedures and Employee Handbook
  • Must be willing and able to meet Call Center Remote Work Technology requirements (see addendum)
  • Perform various other duties as requested.

WHAT WILL MAKE YOU AWESOME:

  • Able to handle multi-task work and manage time effectively in a fast-paced environment
  • Perseverance and excellent follow through
  • Customer-service experience
  • Problem-solving / critical thinking
  • Adaptability and assertiveness

WHAT YOU KNOW:

To be successful in this role you should have the following experience or knowledge:

  • Strong ability to work independently with limited oversight post-training
  • Attention to detail
  • Strong phone and verbal communication skills, including active listening
  • Excellent customer service and communication skills, including communication via email and text
  • Computer proficiency
  • Minimum of 2 years of medical and/or clinical experience
  • High school diploma

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