Call Center Representative

Delaware Eye Institute is searching for an enthusiastic, patient focused, Full Time Call Center Representative for our Rehoboth Beach, DE office. This position will be cross trained a Patient Services Representative as well. Great work hours, no nights, no weekends, no major holidays, a robust benefits package, a team-oriented working environment where you are seen, heard and respected as well as clear career ladder opportunities

The Call Center Representative will play a pivotal role in ensuring our patients receive top-notch service and assistance. You will be responsible for handling a wide range of inbound and outbound calls, addressing customer inquiries, resolving issues, and promoting our products or services. The ideal candidate is a strong communicator with excellent problem-solving skills and a passion for customer satisfaction.

• Answer incoming calls professionally and courteously and make outbound calls when necessary to assist customers with inquiries, issues, or product information
• Listen actively to patients' concerns, assess their needs, and provide effective solutions or guidance to resolve issues promptly and accurately
• Maintain a comprehensive understanding of our products, services, and policies to provide accurate information to patients
• Document all patient interactions accurately in the CRM system, ensuring that records are complete and up to date
• Follow established call center protocols and procedures to maintain the highest quality standards in patient care
• Collaborate with colleagues and team members to share best practices and ensure a cohesive and supportive work environment
• Participate in training sessions and keep up to date with industry trends and product knowledge to continuously improve your performance

• High school diploma or equivalent; additional education is a plus
• Previous experience in customer service or call center roles is preferred but not required
• Knowledge of medical and vision insurance preferred
• Excellent verbal and written communication skills
• Strong problem‑solving abilities and the ability to remain calm under pressure
• Adaptability and a willingness to learn and grow within the organization
• Experience with EMR/EHR and EPM, Next Gen is preferred but not required

• Benefits to full time team members that include comprehensive medical, dental and optical coverage, 401K and short- and long-term disability
• Company paid life insurance
• Paid holidays and generous paid time off
• Paid parking where applicable
• Team oriented working environment where you are heard and respected
• Clear career ladder opportunities