Contact Center Associate I

Acuity Eye Group • Arcadia, CA

4d • Onsite

About The Position

The Contact Center Associate I helps patients get the care they need, with a primary focus on insurance authorizations. This role makes outbound calls to primary care providers to secure authorizations and schedules new patient appointments efficiently and accurately. Experience with insurance authorization processing and customer service is preferred.

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