Title: Call Center Representative, On-Site

Department: Operations, Call Center

Reports to: Call Center Supervisor

FLSA: Non-Exempt (Hourly)

Job Type: Full-time, 40 hours per week. On-Site at Call Center Office in Pensacola, FL.

About Us:

At Retina Specialty Institute and Southern Eye Group we are dedicated to preserving and improving the gift of sight. As growing leaders in the field of ophthalmology, we utilize innovative technology and the latest advancements in healthcare to provide exceptional care to our patients. Our commitment to excellence drives us to prioritize patient care above all else, ensuring that each patient receives the highest standard of treatment. We believe that by saving sight, we are not only preserving vision but also enhancing lives. Join our team and be a part of our mission to make a difference in the lives of our patients every day.

General Purpose of Job/Summary:

We are seeking a compassionate and organized Call Center Representative to join our team. The Call Center team is a key part to ensuring an excellent patient experience. Call Center Representatives are responsible for scheduling all patient appointments in a professional and courteous manner, ensuring that all patients feel welcome to the practice and continue coming here to receive top quality care. They also monitor and recommend modifications to physician scheduling templates as needed to maximize efficiency and improve patient satisfaction. We encourage candidates who are passionate about providing our patients with exceptional customer service experiences to apply.

Essential Duties and Responsibilities:

• Answer internal and external calls promptly, politely, and professionally.
• Schedule appointments with the appropriate physician to ensure patients receive top-quality care.
• Place outbound phone calls to patients to confirm, cancel, and/or reschedule appointments.
• Follow up with patients who do not show up for appointments.
• Follow company triage guidelines to ensure appropriate scheduling for patients.
• Review the schedule status daily for a general awareness of the next available appointment for each location, provider, and appointment type.
• Place appropriate and detailed notes in EMR (Electronic Medical Record) to communicate with physicians and technicians on relevant communication and necessary next steps required to ensure care gaps are closed.
• Input new patient information and update existing patient information in electronic systems accurately.
• Resolve patient questions and issues empathetically and expediently, collaborating with other departments to find resolutions when necessary.
• Inform patients of all necessary appointment logistics: required items and paperwork to bring, appointment arrival time, physician name, and office location.
• Follow up on tasks and communications via email, voicemail, and interoffice communication throughout the day.
• Ensure lines of communication always stay open with team members and managers.

Qualifications:

• High school diploma or equivalent.
• Advanced computer skills; proficient in Microsoft Word, Outlook, & Excel.
• Familiarity with electronic medical records (EMR) systems and electronic scheduling systems.
• Ability to operate a multi-line phone system.
• Preferred: 2 years of previous medical clinic experience, particularly in ophthalmology, optometry, or a related field; medical terminology knowledge; bilingual.

Required Skills & Abilities:

• Observe all HIPAA regulations and requirements to protect patient confidentiality and maintain HIPAA compliance.
• Demonstrated excellent interpersonal and communication skills (both verbal and written); handle company business with the utmost professionalism, discretion, and tact.
• Ability to adapt to multiple and rapidly changing priorities and deadlines.
• Work well under pressure and maintain a sense of urgency.
• Superb organizational skills.
• Confident and capable communication with both patients and coworkers.
• Friendly, helpful team player with a positive, customer-service attitude.
• Good collaboration and problem-solving skills.
• Ability to work independently and productively.
• Dependable and reliable with an outstanding record of attendance.
• Exercise good judgement and take initiative to properly address and resolve issues.

Benefits:

• Competitive salary commensurate with experience.
• Health, dental, and vision insurance.
• Life insurance, disability coverage, and ancillary benefits offered.
• 401k eligibility with company match.
• Paid time off and holidays.
• Opportunities for professional development and certification.
• Friendly, upbeat, and supportive work environment.

Equal Opportunity Employer:

Retina Specialty Institute and Southern Eye Group are equal opportunity employers. We value diversity and are committed to creating an inclusive environment for all employees. It is the policy of our companies not to discriminate on the basis of age, color, sex, disability, national origin, race, religion, gender identity, sexual orientation, veteran status or any other characteristic protected by law.

Physical Requirements and Work Environment:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions to the extent the Company may do so without undue burden.

This role involves sitting for extended periods at a desk and working on a computer. Occasional standing, walking, stooping, kneeling, crouching, reaching, and lifting up to 15 pounds may be required. Specific vision abilities needed include close, distance, peripheral vision, and focus adjustment.

The work takes place in a climate-controlled office with moderate noise levels.

Other Duties:

This job description provides an overview of key duties but is not all-inclusive. Responsibilities and tasks may evolve over time, and adjustments may be made as needed, with or without prior notice.