Full-time Call Center Agent

Visionary Ophthalmology•Rockville, MD

7d•Onsite

About The Position

We are seeking a dedicated and customer-focused bilingual Spanish-speaking full-time Call Center Agent to join our ophthalmology practice. This role involves handling incoming and outgoing calls, scheduling appointments, verifying insurance, and providing excellent customer service. The ideal candidate will have experience in a medical office or call center environment, with a strong understanding of ophthalmology terminology and patient care procedures. The training will take place in the Rockville office, and this position will be office-based.

Requirements

Prior experience in a medical call center or ophthalmology office is preferred (A minimum of two or more years of experience).
Prior experience with insurance verification and reading benefits to patients, at least two or more years.
Familiarity with EMR systems such as ModMed/EMA, and multi-line phone systems.
Strong verbal and written communication skills.
Excellent patient interaction and problem-solving abilities.
Ability to multitask, manage high call volumes, and prioritize tasks effectively.
Spanish-speaking candidates required.
Ability to manage time well and has excellent attendance.
To work Monday – Friday and weekends.

Nice To Haves

Strong understanding of ophthalmology terminology and patient care procedures.

Responsibilities

Answer high-volume incoming calls and assist patients with scheduling, rescheduling, or canceling appointments.
Offer information about services and patient account items.
Address patient inquiries and escalate complex issues to the appropriate staff or management.
Guide patients and assist with scheduling appointments based on the doctor's referral.
Review patient accounts, update patient demographics, and maintain patient records confidentiality.
Collaborate with the front desk and clinical teams to ensure seamless patient scheduling and care.
Navigate through daily tasks such as completing voicemails, completing appointment confirmations, appointment rescheduling, and assisting with other patient requests.
Relay appropriate information to/from patients to doctors or management.
Other Duties as assigned.