Outbound Patient Call Center Coordinator

Ophthalmic Consultants of Long Island•Garden City, NY

3h•Onsite

About The Position

Spectrum Vision Partners (“SVP”) and OCLI Vision (“OCLI”) work together to provide world class eye care to our patients to improve lives. SVP, the management services team, supports OCLI vision, one of the largest multi-specialty ophthalmology networks in the U.S. We’re looking for passionate and empathetic people to join our team. You’ll answer incoming calls in a friendly, courteous, professional & positive manner, while delivering exceptional, individualized customer service to our patients requesting to schedule or reschedule an appointment. You will also handle making outbound calls to schedule patients upon request.

Requirements

Previous customer service experience – Able to manage difficult or emotional customer situations
Able to focus on solving conflict, not blaming, and maintain confidentiality
Problem solver and a team player with exceptional communication skills
Proficient in relevant computer applications (MS Word, Excel, PowerPoint, Google Suite, etc.) as well as data entry/typing & computerized scheduling systems (EMR/EHR)
High school diploma or general education degree (GED); or one to two years related experience and/or training; or equivalent combination of education and experience
Experience working with the public & demonstrate strong communication & customer service skills.

Nice To Haves

Prior inbound/outbound call center and telephone experience preferred
Previous medical practice experience and/or a general knowledge of current ophthalmology practices, concepts and procedures is preferred

Responsibilities

Answer incoming calls in a friendly, courteous, professional & positive manner, while delivering exceptional, individualized customer service to our patients requesting to schedule or reschedule an appointment.
Maintain accurate records by verifying/obtaining patient demographic & insurance information and entering into the practice management system.
Forward calls to appropriate practice/department for additional follow-up, information or resolution.
Document and enter messages into practice management system and distribute to appropriate practice/department with proper information conveyed in an efficient manner.
Answer inquiries by researching, locating, and providing relevant information.
Maintain patient privacy by adhering to all applicable HIPAA regulations.
Promptly address inbound email inquiries and requests from patients and others regarding services and information about OCLI as assigned by manager.
Handle making outbound calls to schedule patients upon request.
Work collaboratively & courteously with all other departments to ensure a positive patient experience.
Perform various administrative functions and other duties/projects as assigned.