Call Center Representative

Company Overview

At Atlantic Eye Institute, our mission is to help our patients live their vision through exceptional, compassionate and honest eye care for every stage of life. And treat them like members of our family - because they are.

Living Our Vision:
They say seeing is believing. But we say it's much more than that. Seeing is how the story of our life is told. A journey that unfolds through your very own eyes. A journey we're on together, every step of the way—from a child's first eye exam, to their first pair of glasses and contacts, to LASIK, and even cataracts, we help you see the world better at every stage in your life.

Any age, any problem, any time, we will be there. That's because at Atlantic Eye Institute we believe in the power of seeing things clearly.

Every vivid color. Every precise movement. Every memory. And so, our team remains committed to you, from the most advanced technology and personalized care to being available 24/7 and always doing the right thing. This is our vision for you: A world where seeing isn't just believing; seeing clearly is living fully. That's why at Atlantic Eye Institute, we not only help improve your vision - we help you Live Your Vision.

We invite you to join our team!

As a 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, assisting them with inquiries, appointments, medical information, and providing outstanding customer service, this position may be remote after on-site training.

• 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 information to create a comprehensive medical advisory.
• Update electronic health records (EHR) accurately and efficiently.
• Provide accurate and detailed information about healthcare services, procedures, and insurance coverage to patients.
• Advances medical knowledge to understand various diagnosis for efficient triaging and scheduling requirements.
• Handle patient complaints, issues, and concerns professionally, aiming to resolve them to the patient's satisfaction.
• Collaborate with external medical professionals such as referring Doctor offices and other 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

• High school diploma or equivalent; 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 a plus.
• Strong communication skills, both verbal and written, with the ability to communicate complex medical information clearly.
• Empathy, compassion, and…