Call Center Representative

Eye Clinic of Wisconsin•Wausau, WI

10h•Hybrid

About The Position

The Call Center Representative performs business office functions related to patient visits in the areas of call center and appointment scheduling.

High School diploma with 1-2 years customer service experience
Demonstrates knowledge of proper, efficient use of office equipment, working knowledge of Microsoft Office
Ability to work in a fast-paced medical facility while adhering to HIPAA compliance regulations
Ability to respond to both external and internal patient needs in a timely manner
Ability to travel to other ECOW locations when necessary
Excellent communication skills to interact with patients and internal staff
Adapts well to change and is open to new ideas and lean initiatives
Ability to work in a team environment and help others as necessary

Answer incoming calls in a professional, pleasant manner and dispatch appropriately
Retrieve messages from answering service and distributes messages to the appropriate party
Schedule appointments for all ECOW locations to include reschedules due to schedule changes
Retrieve information and process tasks from the electronic medical record system, including to-do items, call-backs, etc.
Send letters to patients and medical facilities as appropriate
Process returned mail
Answer basic billing and insurance questions, post self-pay charges and personal payments
Monitor physician schedules and ensure all doctors are scheduled accurately according to guidelines
Process medical record releases according to guidelines for release of protected health information
Ability to respond to both external and internal customer needs in a timely manner
Develop and maintain positive working relationships with other employees throughout the clinic
Represent the department in a positive and professional manner
Other duties as assigned