Call Center Representative (Support Services)

Wheaton Eye Clinic LTD • Wheaton, IL

7d • Hybrid

About The Position

The Support Services representative is responsible for providing exceptional patient service when working at the call center. In the Call Center the Support Services Representative will answer and assist all incoming telephone calls, provide timely and accurate information and quality customer service to incoming patient inquiries, schedule appointments using a computerized scheduling system, resolve patient issues, and consistently meet or exceed patients' service expectations. The Call Center Representative will demonstrate initiative in accomplishing all Wheaton Eye goals, follow HIPAA guidelines for patient privacy and abide by all Wheaton Eye and departmental guidelines. Hours are: Monday, Tuesday and Friday 8-5, either Wednesday and Thursday 9:30-6:30 p.m. rotation and 2 Saturdays a month. THIS ROLE HAS THE OPPORTUNITY TO BE REMOTE AFTER 6 MONTH OF SUCCESSFUL TRAINING.

Requirements

• High School Diploma or Equivalent

Responsibilities

• Answer and assist all incoming telephone calls
• Provide timely and accurate information and quality customer service to incoming patient inquiries
• Schedule appointments using a computerized scheduling system
• Resolve patient issues
• Consistently meet or exceed patients' service expectations
• Demonstrate initiative in accomplishing all Wheaton Eye goals
• Follow HIPAA guidelines for patient privacy
• Abide by all Wheaton Eye and departmental guidelines
• Update patient demographics
• Verify Insurance plan information
• Appointment Scheduling for all/ or designated Ophthalmologists, Optometrists, and testing procedures
• Maintenance of bridge doctors’ schedule
• Complete rescheduling of patients as received
• Update demographic information on patient accounts
• Process reminder call cancellations
• Complete recall letters
• Retrieve and complete Epic messages
• Ensure no-show appointments are processed
• Follow all HIPAA and Wheaton Eye guidelines regarding patient privacy
• Perform other related duties as assigned

Benefits

• Medical
• Dental
• Group Life and LTD
• Paid Time Off
• Paid Holidays
• Clothing Allowance
• Vision Care Benefits
• Voluntary Benefit Offerings – Life, STD, Critical Illness, Accident
• 401k

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED