Call Center Representative

Position Overview

Headquartered in Atlanta, GA, EyeSouth Partners is an eye care physician services organization committed to partnering with leading physicians to build a premier network of eye care services throughout the Southeast. With an affiliate network comprising over 40 practices, 300+ doctors, and more than 175 clinic locations along with 20+ ambulatory surgery centers, EyeSouth supports its affiliated practices with capital, administrative resources, operating expertise, and strategic guidance – all while upholding a patient-first culture and clinical quality.

As a Corporate Call Center Representative, you will play a vital role in delivering high-quality service to our patients and ensuring their needs are met promptly and professionally. You will serve as the first point of contact for patients, referring doctor offices, and pharmacies; assist with inquiries, appointments, and medical information; and provide outstanding customer service. Please note: Applicants who live and plan to work from the following states will not be considered: Alaska, Arizona, California, Colorado, Delaware, Hawaii, Idaho, Montana, Maryland, Massachusetts, Michigan, Nevada, New Mexico, Oregon, New Hampshire, New Jersey, Utah, New York, Rhode Island, Washington, and Wyoming.

Key Responsibilities

• Answer incoming calls from patients and address their inquiries, concerns, and requests in a courteous and empathetic manner.
• Schedule, reschedule, and confirm appointments for patients across various ophthalmology sub-specialties.
• Verify patient information and obtain necessary medical details to create a comprehensive medical advisory.
• Update electronic health records (EHR) accurately and efficiently.
• Provide detailed information about healthcare services, procedures, and insurance coverage to patients.
• Advance medical knowledge to understand various diagnoses for efficient triaging and scheduling requirements.
• Handle patient complaints, issues, and concerns professionally to achieve satisfactory resolutions.
• Collaborate with external medical professionals and internal departments to ensure seamless patient care coordination.
• Maintain cohesive physician schedules for affiliated practices and locations.
• Document call interactions and relevant patient information accurately in the call center software system.
• Adhere to strict confidentiality standards and maintain patient privacy in accordance with HIPAA regulations.
• Participate in ongoing training to stay updated on medical procedures, policies, and call center software.
• Strive to achieve and exceed call center performance metrics, including call quality, first-call resolution, and patient satisfaction scores.
• Handle high call volumes and manage multiple tasks simultaneously while maintaining a positive attitude.
• Accurately and efficiently process and transfer calls as needed using a multi-line phone system.

Required Qualifications

• High school diploma or equivalent; an associate's degree or certification in healthcare administration is a plus.
• Previous experience in a call center, customer service, or healthcare setting is advantageous.
• Previous ophthalmology experience is a plus.
• Strong communication skills, both verbal and written, with the ability to clearly convey complex medical information.
• Empathy, compassion, and a customer-focused mindset when dealing with patients.
• Familiarity with medical terminology, healthcare procedures, and insurance concepts.
• Proficiency in using call center software, databases, and electronic health records (EHR) systems.
• Excellent multitasking skills and the ability to work under pressure.
• Strong problem-solving abilities to address patient inquiries effectively.
• Ability to maintain professionalism and composure during stressful situations.
• Understanding of HIPAA regulations and patient confidentiality.
• Positive attitude, adaptability, and a willingness to learn and grow in a dynamic healthcare environment.

Benefits & Perks

• Benefits: Medical
• Benefits: Dental
• Benefits: Vision
• Benefits: 401k w/ Match
• Benefits: HSA/FSA
• Benefits: Telemedicine
• Benefits: Generous PTO Package
• Employee Discounts and Perks (FREE)
• Employee Assistance Program (FREE)
• Group Life/AD&D (FREE)
• Short Term Disability Insurance (FREE)
• Long Term Disability Insurance (FREE)