Call Center Representative/Customer Service
The Communication Service Representative is to effectively answer all calls from patients to schedule appointments, collect patient and insurance information, answer inquiries and ensure appointment opportunities are fully maximized utilizing resource scheduling and providing the highest level of customer service. ESSENTIAL DUTIES AND RESPONSIBILITIES * Deliver concierge level service at all times to patients and offices. * Answer phones professionally and according to My Eye Dr. scripting guidelines.* Research patient inquiries and respond using available resources. * Effectively schedule appointments. * Recommend and promote family members to schedule exams. * Confirm appointments the day prior by 12:00 pm * Make follow up patient calls where necessary. * Complete call logs and reports as requested. * Properly document patient communications in Exam Writer, to verify and information. * Identify and escalate priority issues to appropriate problem solver. * Forward patient complaints to our Customer Service Specialist. * Obtaining proper insurance (vision and medical) information to properly authorize. * Obtaining insurance authorization. * Setting up the patients' insurance information into OME, and attaching them to the proper insurance. * Effectively facilitate no shows.Requirements* High School degree/GED required. AA or BA/BS in related field is desirable. * 1-3 years of related experience within a similar office environment. * Proficient in relevant computer applications. * Knowledge of customer service principles and practices. * Six months or more My eye Dr. or call center experience. * Customer or Patient services experience. * Good keyboard skills. * Strong (above average) verbal and written communication skills. * Must have excellent listening skills and be able to quickly and accurately ascertain the patients' needs and facilitate the call. * Good problem analysis and solving skills. * Must demonstrate customer service skills. * Demonstrated ability to establish positive patient rapport using the telephone. * Must be able to demonstrate solid organization skills. * Must demonstrate adaptability, resilience and initiative in a team environment. * Ability to multi-task, set priorities and ensure that patient commitments/deadlines are met. * Proficiency in PC skills. * Demonstrated ability to work with a high degree of attention to details and confidentiality. * Demonstrated proficiency in utilization of automated equipment and systems standard to a general office environment.