Ophthalmic Call Center Representative

EyeSouth Partners•Sandy Springs, TN

10d•Hybrid

About The Position

As a Corporate Call Center Representative, you will serve as a first point of contact for patients, referring doctor offices, and pharmacies. You will assist with inquiries, appointments, and medical information while providing prompt, professional, and patient-focused customer service. The position is hybrid and based in Sandy Springs, Georgia, with commuting to the area required as needed. Ophthalmology or optometry experience is required.

Requirements

Prior medical experience is required.
Ophthalmology or optometry experience is required.
High school diploma or equivalent.
Strong verbal and written communication skills, including the ability to explain complex medical information clearly.
Empathy, compassion, and a patient-focused mindset.
Familiarity with medical terminology, healthcare procedures, and insurance concepts.
Proficiency with call center software, databases, and electronic health record systems.
Excellent multitasking skills and ability to work under pressure.
Strong problem-solving abilities.
Ability to remain professional and composed in stressful situations.
Understanding of HIPAA regulations and patient confidentiality.
Positive attitude, adaptability, and willingness to learn and grow.
Previous call center, customer service, or healthcare setting experience is advantageous.

Nice To Haves

Certified Ophthalmic Assistant (COA) or Certified Medical Assistant (CMA).
Triage experience.
Associate's degree or certification in healthcare administration.
Previous ophthalmology experience.

Responsibilities

Answer incoming calls from patients and address inquiries, concerns, and requests courteously and empathetically.
Schedule, reschedule, and confirm appointments across ophthalmology subspecialties.
Verify patient information and obtain medical information to create a comprehensive medical advisory.
Update electronic health records accurately and efficiently.
Provide patients with accurate information about healthcare services, procedures, and insurance coverage.
Advance medical knowledge to understand diagnoses and support efficient triaging and scheduling.
Handle patient complaints, issues, and concerns professionally, aiming for satisfactory resolution.
Coordinate patient care with referring doctor offices and internal departments.
Maintain cohesive physician schedules across affiliated practices and locations.
Document call interactions and relevant patient information in the call center software system.
Protect patient privacy and comply with HIPAA confidentiality standards.
Participate in ongoing training on medical procedures, policies, and call center software.
Meet or exceed call center performance metrics, including call quality, first-call resolution, and patient satisfaction.
Handle high call volumes and multiple tasks while maintaining a positive attitude.
Process and transfer calls accurately and efficiently using a multi-line phone system.