Call Center Scheduling Specialist

EYE SPECIALISTS OF MID FLORIDA PA•Winter Haven, FL

2d•Onsite

About The Position

The Call Center Scheduling Specialist is responsible for answering incoming calls and triaging in a timely and efficient manner according to practice protocols. The Scheduling Specialist properly routes and transcribes messages appropriately and schedules patient visits according to physician templates. The Scheduling Specialist should have an excellent knowledge of the practice management scheduling software. Please note that this job description is not exhaustive, and additional duties may be assigned as needed.

Requirements

High school diploma or GED required
At least one (1) year of experience as a Switchboard Operator in a medical office setting preferred
Experience in ophthalmology preferred
Answer calls in a friendly and enthusiastic manner
Excellent communication skills both verbal and written
Ability to properly triage patient calls
Possess proficient computer skills
Excellent phone skills
Hands-on working knowledge of the practice’s phone system
Problem solves effectively and efficiently
Detailed oriented
Team player
Self-directed, highly motivated, able to multi-task, work under pressure in a fast-paced environment
Exceptional interpersonal skills
Possess a caring, patient and friendly attitude
Obtain a complete working knowledge of all ophthalmic terminology
Must be able to travel to various satellite locations as needed for work assignments
A valid Florida driver’s license is required

Nice To Haves

At least one (1) year of experience as a Switchboard Operator in a medical office setting preferred
Experience in ophthalmology preferred

Responsibilities

Gain a complete hands-on working knowledge of relevant appointment software
Answer the telephone by the third ring according to practice protocols
Maintain average wait time for each call to 30 seconds or less
Properly triage all incoming calls to the appropriate parties in a timely manner according to practice protocols
Accurately transfer messages to the appropriate parties
Maintain proper documentation
Consistently demonstrate a high level of customer service with patients, referral sources, and other parties that call the office
Schedule patient appointments according to physician template and insurance needs
Properly cancel appointments as needed
Process the mail according to the practice protocols
Handle all aspects of the patient recall processes according to the practice protocols
Handle any patient or referral provider complaints with a high level of customer service
Maintain proper standards of productivity as defined by the Call Center Captain
Exhibit professional demeanor with a positive attitude at all times when representing the practice
Must attend all in-service and webinar training as directed by the Call Center Captain
Set goals and objectives for professional growth
Review and revise goals on an ongoing basis
Provide customer service
Support the practice core values and mission statement to develop, enhance, and promote quality customer service through team effort
Exhibit flexibility, sensitivity, and respect while maintaining an effective working relationship with all team members
Maintain practice confidentiality, follow HIPAA & OSHA guidelines and the rules and regulations of the practice as documented
Perform other duties as assigned