Patient Call Center Coordinator

Ophthalmic Consultants of Long Island•Garden City, NY

11d

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. Our unique model and collaborative culture differentiate us in the marketplace and in our service to our patients. We build our culture one hire at a time, and we focus on building great teams and keeping our employees happy. We promote from within and offer medical, dental and vision coverage with a matching 401K and generous PTO! THE OPPORTUNITY AT HAND We’re looking for passionate and empathetic people to join our Call center. Our Techs are responsible for all the pre-exam elements of the patient visit. This includes gathering and documenting patient information and history and conducting routine and ancillary patient testing. You’ll play a vital role in the patients experience with OCLI and in helping our Dr’s to diagnose and treat eye disorders.

Requirements

Previous customer service experience– Able to manage difficult or emotional customer situations
You are able to focus on solving conflict, not blaming and maintain confidentiality
Must be proficient in relevant computer applications (MS Word, Excel, PowerPoint, Google Suite, etc.) as well as data entry/typing & computerized scheduling systems (EMR/EHR)
Prior inbound/outbound call center and telephone experience preferred
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. Previous medical practice experience and/or a general knowledge of current ophthalmology practices, concepts and procedures is preferred.

Nice To Haves

Prior inbound/outbound call center and telephone experience preferred
Experience working with the public & demonstrate strong communication & customer service skills. Previous medical practice experience and/or a general knowledge of current ophthalmology practices, concepts and procedures is preferred.

Responsibilities

Provides the highest level of customer service patents and incoming callers via telephone
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