Contact Center Associate I

Acuity Eye Group • Arcadia, CA

8d

About The Position

SUMMARY:
The Call Center Associate I answers incoming calls from patients and referring doctors. The main responsibility is to get patients appointments scheduled efficiently and accurately.

ESSENTIAL FUNCTIONS:
To perform this job successfully, an individual must be able to perform each essential function satisfactorily with or without accommodation. The requirements listed below are representative, but not all inclusive, of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Serves as the first point of contact for new patients and referring doctors needing to schedule and reschedule appointments.
Resolves caller needs including addressing complaints, providing direction, connecting patients with the clinics or doctors, etc.
Meets the established call center associate metrics for quality, schedule adherence, hold times, call completion, productivity, and caller satisfaction.
Maintains an appropriate professional appearance and demeanor in accordance with Company policies.
Keeps commitments and keep direct supervisor informed of work progress, timetables, and issues.
Maintains strict compliance with State, Federal and other regulations (e.g., OSHA, WC, HIPAA, ADA, FEHA, DOL, HR policies and practices).
Other duties as assigned by management.

Requirements

• High School education, GED or equivalent.
• 6 months’ of prior customer service experience.
• Ability to be courteous to fellow co-workers in person/over the phone.
• Ability to have patience and empathy on the phone while speaking to patients.
• Ability to respond to common inquiries from customers, staff, vendors, or other members of the community.
• Ability to draw valid conclusions, apply sound judgment in making decisions, and to make decisions under pressure.
• Ability to interpret and apply policies and procedures.
• Must address others professionally and respectfully by actions, words, and deeds.
• Detail oriented, organized, process focused, problem solver, self-motivated, proactive, customer service focused.
• Ability to multitask effectively and work in a fast paced and sometimes ambiguous environment, without compromising quality of work.
• Ability to prioritize tasks and projects with limited direction, while understanding and contributing to the success of the clinic.
• Ability to identify and escalate issues appropriately and professionally.

Nice To Haves

• Spanish speaking preferred.
• Medical experience preferred.

Responsibilities

• Serves as the first point of contact for new patients and referring doctors needing to schedule and reschedule appointments.
• Resolves caller needs including addressing complaints, providing direction, connecting patients with the clinics or doctors, etc.
• Meets the established call center associate metrics for quality, schedule adherence, hold times, call completion, productivity, and caller satisfaction.
• Maintains an appropriate professional appearance and demeanor in accordance with Company policies.
• Keeps commitments and keep direct supervisor informed of work progress, timetables, and issues.
• Maintains strict compliance with State, Federal and other regulations (e.g., OSHA, WC, HIPAA, ADA, FEHA, DOL, HR policies and practices).
• Other duties as assigned by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees