Patient Services Representative - Contact Center

Eyesight Ophthalmic Services • Portsmouth, NH

6d • $18 - $21

About The Position

The Patient Services Representative is an integral part of Eyesight’s commitment to Uncompromising Care and World Class Patient Service. As a member of the team handling incoming patient calls, texts, and emails, this person identifies patient needs professionally and politely, relays clear and concise information, and schedules appointments to meet patients’ and doctors’ requirements. The role aims to build trust and confidence and provide a positive experience in every interaction.

This is a full-time hourly phone position. Current hours of operation are Monday through Friday, 7:00 a.m. to 6:00 p.m. Extra hours may be available based on business needs and the employee’s availability.

Requirements

• High school diploma or GED.
• 1–2 years of relevant experience.
• Excellent spoken and written command of English.
• Good computer skills, including MS Office Suite.
• Administrative and organizational skills.
• Professional work ethic.
• Analytical skills and attention to detail.
• Ability to work independently and as part of a team.
• Ability to successfully complete a computer literacy and call center/customer service skills assessment.
• Ability to successfully complete a pre-employment background check.
• Ability to establish rapport and build relationships through effective communication.
• Listening and compassion skills to support a diverse customer base.
• Ability to learn quickly and retain information.
• Adaptability and flexibility across work environments.
• Ability to handle a variety of situations and conversations and work toward successful conclusions.
• Self-motivation, teamwork, strong social skills, and multitasking ability.

Nice To Haves

• Experience in an office, clerical, or call center environment is preferred.
• Experience in contact center environments and/or people-facing industries, including service, retail, healthcare, or hospitality.
• Interest in career advancement opportunities at Eyesight.

Responsibilities

• Process inbound calls, texts, and emails efficiently and in a timely manner.
• Assess patient needs using consultative questioning techniques.
• Schedule patients according to established protocols and needs assessments, including required pre-appointment testing.
• Accurately collect patient demographic and insurance information.
• Educate patients and set expectations regarding the referral process, out-of-pocket expenses, and appointment specifics.
• Make outbound calls as needed to complete the scheduling process.
• Provide outstanding patient service and communication by phone, text, and email.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED