Call Center Scheduling Specialist

EYE SPECIALISTS OF MID FLORIDA PA•Winter Haven, FL

10h•Onsite

About The Position

The Call Center Scheduling Specialist answers incoming calls and triages them promptly and efficiently according to practice protocols. The role routes and transcribes messages, schedules patient visits according to physician templates and insurance needs, and requires working knowledge of the practice’s scheduling software and phone system. The specialist also supports patient recall processes, handles appointment cancellations and mail, maintains documentation, and provides customer service to patients, referral sources, and other callers. This is a full-time, in-person position in Winter Haven, Florida, requiring 40 hours per week. The specialist may need to travel to satellite locations for work assignments. A valid Florida driver’s license is required. Overtime may be required. The role has no supervisory responsibilities and may include additional duties assigned by the Manager and physicians.

Requirements

High school diploma or GED.
Excellent verbal and written communication skills and excellent phone skills.
Ability to triage patient calls properly and solve problems effectively and efficiently.
Proficient computer skills and hands-on working knowledge of the practice’s phone system.
Detail-oriented, able to multitask and work under pressure in a fast-paced environment, and self-directed and highly motivated.
Strong interpersonal skills and a caring, patient, and friendly attitude; ability to work as a team player and maintain effective working relationships.
Ability to obtain a complete working knowledge of ophthalmic terminology.
Valid Florida driver’s license.
Ability to travel to satellite locations as needed.
Ability to work overtime when required.

Nice To Haves

Fluency in English and Spanish is a plus.
One year of experience as a switchboard operator in a medical office setting preferred.
Ophthalmology experience preferred but not required.

Responsibilities

Answer calls by the third ring according to practice protocols and maintain an average call wait time of 30 seconds or less.
Triage incoming calls and route them to the appropriate parties in a timely manner.
Accurately transfer messages and maintain proper documentation.
Schedule patient appointments according to physician templates and insurance needs, and cancel appointments as needed.
Process mail according to practice protocols.
Handle patient recall processes according to practice protocols.
Respond to patient and referral-provider complaints with a high level of customer service.
Maintain productivity standards defined by the Call Center Captain.
Attend in-service and webinar training as directed by the Call Center Captain.
Set, review, and revise professional growth goals.
Represent the practice professionally and support its core values and mission through quality customer service and teamwork.
Maintain confidentiality and follow HIPAA, OSHA, and practice rules and regulations.
Travel to satellite locations as needed for work assignments.
Perform other duties as assigned.