Ophthalmology Call Center Representative; Bi-lingual Spanish

Family Eye Physicians
Job Description
:
Ophthalmology Call Center Representative (Bi-lingual Spanish)
Department
:
Call Center
Reports To
:
Karen Shelton, Revenue Cycle Manager
Employment Type
:
Full-Time
Location
:
On Site in Oak Brook Terrace, IL

Family Eye Physicians is seeking a friendly, professional Ophthalmology Call Center Representative to handle appointment scheduling, patient registration, insurance verification, and general inquiries in a high-volume environment on site at our Oak Brook Terrace office.

1. Appointment Scheduling and Management

• Answer incoming calls in a courteous, professional manner.
• Schedule, reschedule, and cancel patient appointments per practice guidelines.
• Accurately document scheduling changes and follow protocols to optimize provider schedules.

2. New Patient Registration

• Register new patients and update existing records in the practice management system.
• Collect and verify complete patient demographic information prior to visits.

3. Insurance Verification

• Collect primary/secondary insurance details and verify coverage eligibility.
• Identify coverage issues, high balances, or referral/authorization requirements and route appropriately.

4. Patient Customer Service and General Inquiries

• Answer patient questions regarding locations, hours, policies, and availability.
• Route billing, medical records, prescription, and clinical inquiries to the correct department.
• Handle concerns professionally and maintain a compassionate, patient-focused attitude.

• High school diploma or equivalent.
• Strong communication, active listening, and phone etiquette skills.
• Basic computer proficiency and ability to multitask in a busy environment.
• Bilingual fluency in English and Spanish (written and verbal).
• Familiarity with medical insurance plans (Medicare, Medicaid, commercial) and verification.
• Experience with EMR/practice management software and scheduling.
• Previous ophthalmology or optometry office experience.

• Maintain dependable attendance and punctual arrival.
• Communicate respectfully and empathetically with patients and team members.
• Take ownership of assigned tasks and support a positive team environment.

At Family Eye Physicians, our goal is to provide exceptional patient care beginning with the very first phone call. Every call center team member plays an important role in creating a positive patient experience and ensuring efficient daily practice operations.