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Call Center Agent Full-time Job

7 months ago Customer Services Novi   131 views
Job Details

Purpose: The Customer Service Representative will answer calls for a busy, multiple-physicians’ office, scheduling patient appointments, answering questions, and responding to requests. The Customer Service Representative will also verify patient and insurance information; perform backup duties for Medical Office Specialists, as needed; and complete other tasks as assigned.

Key Duties/Responsibilities (may include but are not limited to):

  • Consistently provide excellent customer service, pleasantly greeting all callers, and communicating with callers and patients in a respectful and helpful manner.
  • Answer inbound calls in a call center setting within designated time frames, answer questions, and direct calls to appropriate person.
  • Schedule patient appointments accurately in Practice Management System and consistent with individual physician preference.
  • Gather appropriate patient information about medical complaints/concerns and document these accurately and concisely in communications to the physicians and/or office staff. Communications are prioritized appropriately.
  • Verify and accurately record patient demographic, insurance, and other information.
  • Work with team of co-workers in Call Center and the clinics to answer questions and maintain appropriate scheduling of patients.
  • Effectively perform individual share of the workload and actively engage in other assigned tasks during periods of low call volume.
  • On occasion, may provide backup to, and perform all duties of, Medical Office Specialists at ARC clinics, as needed.
  • Perform other clinical and administrative office functions, including those associated with support of satellite offices, as needed.

Qualifications:

  • High school diploma or equivalent
  • Experience working in a medical office
  • Working knowledge of insurance carriers and their requirements, including prior authorization, preferred
  • Excellent phone etiquette, verbal communication, interpersonal, and customer service skills
  • Proficient keyboarding skills, working knowledge of database systems, and comfortable with the use of technology
  • Exceptional analytical and problem-solving skills
  • Demonstrated proficiency with Practice Management System following initial training period
  • Ability to perform as a team player

Work Schedule: Varies, but typically Monday through Friday with working hours ranging from 8:00 a.m. to 5:00 p.m. Potential for Saturday work hours depending on location. Work shift hours vary depending on employment status, but generally are 8 hours in length.

Company Description
EyeCare Partners is a growing and dynamic leader in acquiring and managing successful primary eyecare practices. Based in Saint Louis, Missouri, EyeCare Partners is comprised of over 250 offices, including locations in Missouri, Illinois, Ohio, Kentucky, North Carolina, Alabama, Kansas, Indiana, Florida, Michigan, and Georgia. We are a mission-driven company that aims to set the highest standards of excellence, integrating the best patient care practices, and business and operations systems processes, to optimize each practice within our growing roster of member practices.