Call Center Representative

EyeSouth Partners•Jacksonville, FL

About The Position

We are seeking a bilingual English/Spanish Medical Call Center representative who will play a vital role in delivering high-quality customer service to our patients and ensuring their needs are met promptly and professionally. You will serve as the first point of contact for patients, referring doctor offices, insurance companies and pharmacies, assisting them with inquiries, appointments, medical information, and providing outstanding customer service. You will leverage your existing medical call center experience in a multi-specialty Ophthalmology-Optometry to expertly handle a wide range of inquiries, from appointment setting to triaging medical eye care emergencies.

Requirements

High school diploma or equivalent; associate's degree or certification in healthcare administration is a plus.
Previous experience in a medical call center, customer service, or healthcare setting is advantageous.
Medical insurance understanding of Medicare, HMO, PPO, Workers Comp, Vision Plans (a plus)
Previous ophthalmology experience a plus.
Strong communication skills, both verbal and written, with the ability to communicate complex medical information clearly.
Empathy, compassion, and a customer-focused mindset when dealing with patients.
Familiarity with medical terminology, healthcare procedures, and insurance concepts.
Proficiency in using call center software, databases, and electronic health records (EHR) systems.
Excellent multitasking skills and the ability to work under pressure.
Strong problem-solving abilities to address patient inquiries effectively.
Ability to maintain professionalism and composure during stressful situations.
Understanding of HIPAA regulations and patient confidentiality.
Positive attitude, adaptability, and a willingness to learn and grow in a dynamic healthcare environment.

Nice To Haves

Previous experience in a medical call center, customer service, or healthcare setting is advantageous.
Medical insurance understanding of Medicare, HMO, PPO, Workers Comp, Vision Plans (a plus)
Previous ophthalmology experience a plus.
associate's degree or certification in healthcare administration is a plus.

Responsibilities

Manage a high volume of incoming calls from patients to address their inquiries, concerns, and requests in a courteous and empathetic manner.
Schedule, reschedule, and confirm appointments for patients across various ophthalmology sub-specialties.
Verify patient information and obtain necessary medical information to create a comprehensive medical advisory.
Strong experience with medical insurance required, i.e., Medicare, Commercial plans. Vision coverage experience a plus
Update electronic health records (EHR) accurately and efficiently.
Provide accurate and detailed information about healthcare services, procedures, and insurance coverage to patients.
Advances medical knowledge to understand various diagnosis for efficient triaging and scheduling requirements.
Handle patient complaints, issues, and concerns professionally, aiming to resolve them to the patient's satisfaction.
Collaborate with external medical professionals such as referring Doctor offices and other internal departments to ensure seamless patient care coordination.
Maintain cohesive physician schedules for affiliated practices and locations.
Document call interactions and relevant patient information accurately in the call center software system.
Adhere to strict confidentiality standards and maintain patient privacy in accordance with HIPAA regulations.
Participate in ongoing training to stay updated on medical procedures, policies, and call center software.
Strive to achieve and exceed call center performance metrics, including call quality, first-call resolution, and patient satisfaction scores.
Handle high call volumes and manage multiple tasks simultaneously while maintaining a positive attitude.
Accurately and efficiently process and transfer calls as needed using a multi-line phone system