Medical Call Center Receptionist

Southern Vitreoretinal•Tallahassee, FL

1d•Onsite

About The Position

Southern Vitreoretinal Associates (SVA) is seeking a Medical Call Center Representative to join their Tallahassee, FL team. SVA is an Ophthalmology practice specializing in retina care with six offices and six physicians. Reporting to the Front Office Manager, this role involves taking inbound calls for all six locations. The ideal candidate will excel in a fast-paced setting, possess strong attention to detail, and manage multiple priorities with speed and accuracy. This position requires a compassionate individual dedicated to providing high-quality, customer-focused service and ensuring patient satisfaction. Responsibilities include answering patient calls and questions, returning calls, scheduling appointments, assisting with referrals, distributing faxes, and re-routing calls. The role also involves assisting with front desk duties as needed.

Requirements

High School diploma or equivalent.
Previous call center experience, preferably in a healthcare or medical setting.
Experience working with EMR/EHR systems.
Exceptional organizational skills, with the ability to handle multiple priorities in a fast-paced environment.
Strong attention to detail and accuracy in all tasks.
Excellent communication skills, both verbal and written.
Ability to handle confidential and sensitive information with discretion.
Compassionate, empathetic, and patient-focused approach to customer service.
Ability to work well under pressure, maintaining a calm and professional demeanor.
Communicates clearly and professionally with patients, colleagues and leadership.
Navigation of electronic systems such as computers and telephones.
Excellent organizational skills to handle completing priorities in a timely fashion.
Strong attention to detail.
Demonstrates understanding of scheduling protocols throughout the practice and as it pertains to individual providers.
Work closely with cross-functional teams to achieve collective goals, contributing your unique insights and ideas to drive innovation and efficiency.

Nice To Haves

Proficiency with office software and medical management systems preferred.
Bilingual (English/Spanish) is a plus.

Responsibilities

Handle inbound and outbound calls from patients, scheduling appointments, confirming appointments, and providing information regarding clinic services.
Respond to patient inquiries with professionalism, offering accurate and clear information about our services, treatments, and office policies.
Maintain up-to-date knowledge of clinic procedures, policies, and protocols to ensure accurate information is relayed to patients.
Assist in resolving patient concerns in a timely and empathetic manner, directing issues to the appropriate department or provider when necessary.
Accurately enter patient data, scheduling information, and insurance details into the clinic’s management system.
Prioritize tasks effectively, managing multiple calls and requests simultaneously while maintaining a high level of quality and efficiency.
Ensure a compassionate and positive experience for patients, fostering strong relationships and trust with patients.
Work collaboratively with clinic staff and physicians to streamline communication and ensure seamless patient care.
Assist with administrative tasks as needed, including but not limited to verifying insurance information, processing patient forms, and handling patient follow-up calls.
Review and distribute overnight administrative messages from patients and route to the appropriate departments.
Intake and scheduling of referrals.
Answer patient inquiries and concerns with compassion.
Fax office notes to referring physician offices when requested.
Monitor and reconciliation of referrals that are received through SHARE.
Monitor and distribute faxes.
Assist triage staff with contacting/scheduling patients who have left clinical messages.
Oversight of schedule changes.
Demonstrate flexibility in adapting to changing workflows and procedures, ensuring that patients are always served with the utmost care and professionalism.

Benefits

Paid Time Off (PTO)
paid holidays
limited evening or weekend hours
Bereavement leave
jury duty
Medical, dental, and vision insurance; with great employer paid portion
employer-paid life and short-term disability (STD) or long-term disability (LTD) dependent on employee position
access to supplemental benefits such as accident, critical illness, and more
Year End Bonus
Scrubs allowance
employer-matched 401(k)
Profit Sharing
Employer contribution to the Health Savings Account (H.S.A.) as applicable