Call Center Representative

Coastal Eye Associates•Alvin, TX

17h

About The Position

As a Call Center Representative at Coastal Eye Associates, you will help deliver high-quality service to patients and ensure their needs are addressed promptly and professionally. You will be a first point of contact for patients, referring doctor offices, and pharmacies, responding to inquiries, assisting with appointments and medical information, and providing customer service. The role involves coordinating patient care and physician schedules, maintaining accurate records, protecting patient privacy, and managing a high volume of calls.

Requirements

High school diploma or equivalent.
Strong verbal and written communication skills, including the ability to explain complex medical information clearly.
Empathy, compassion, and a customer-focused approach when working with patients.
Familiarity with medical terminology, healthcare procedures, and insurance concepts.
Proficiency with call center software, databases, and electronic health records (EHR) systems.
Excellent multitasking skills and ability to work under pressure.
Strong problem-solving abilities.
Ability to remain professional and composed in stressful situations.
Understanding of HIPAA regulations and patient confidentiality.
Positive attitude, adaptability, and willingness to learn and grow.

Nice To Haves

Associate's degree or certification in healthcare administration.
Previous experience in a call center, customer service, or healthcare setting.
Previous ophthalmology experience.

Responsibilities

Answer incoming calls from patients and address inquiries, concerns, and requests courteously and empathetically.
Schedule, reschedule, and confirm appointments across ophthalmology subspecialties.
Verify patient information and obtain medical information to create a comprehensive medical advisory.
Accurately update electronic health records (EHR).
Provide patients with accurate information about healthcare services, procedures, and insurance coverage.
Advance medical knowledge to understand diagnoses for efficient triage and scheduling.
Handle patient complaints and concerns professionally and work toward resolution.
Coordinate patient care with referring doctor offices, other external medical professionals, and internal departments.
Maintain cohesive physician schedules for affiliated practices and locations.
Document call interactions and relevant patient information in the call center software system.
Follow confidentiality standards and maintain patient privacy in accordance with HIPAA regulations.
Participate in ongoing training on medical procedures, policies, and call center software.
Work to meet or exceed call quality, first-call resolution, and patient satisfaction metrics.
Manage high call volumes and multiple tasks while maintaining a positive attitude.
Process and transfer calls accurately using a multi-line phone system.