Call Center Customer Service Representative/Operator screens income calls regarding general information, eye medical procedures, cost and financing. Customer Service Representative provides service information, resolves customer complaints, offers solutions, and follows up to ensure customer satisfaction. Responsible for Scheduling and updating appointments, and updates demographic information during and after a call. Ensures that the image of Shah Eye Center is represented with utmost professionalism.

Work Experience Requirements

• Minimum of one year customer service experience
• Excellent telephone communication skills
• Ability to multi-task: answer calls, document and summarize details, while speaking to callers
• Organizational skills and attention to detail
• Knowledge of medical terminology
• Bilingual (English/Spanish)

Job Responsibilities and Duties

At all times, employee is responsible for:

1. Protecting the physician’s license;

2. Maintaining confidential any and all information accessible while performing job duties;

3. Staying in compliance with Medicare, Medicaid, OSHA, HIPAA, OIG, and any other legal and/or contractual obligations.

Duties of the Job:

• Screen incoming calls providing prospective patients with relevant information including but not limited to: medical procedures, cost and financing, general practice information.
• Uses customer service skills when dealing with patients over the phone
• Routes calls or takes messages.
• Ensures that all demographic information is correct and that all insurance information is collected.
• Schedules/Reschedules appointments for patients using Medinformatix Software.
• Phone Tree calls patient to remind them of appointment 1 day prior to service.
• Contacts/Verifies missed appointments/yearly’s for follow up. If unable to reach client, sends a Reminder Notification Card.
• Check company voicemail and return phone calls.
• Update board with daily patient count for easy glance of current numbers per doctor/location.
• Verify Fax Folder; distribute into designated folders and import any information needed into patient’s chart.
• Assist with new hire training for Call Center.
• Phones are not to ring more than 3 times.
• Other duties as assigned.