Call Center Representative

About This Role

This role is for a Call Center Representative focused on creating a positive patient experience. It involves managing a high volume of incoming calls in a fast-paced setting while providing excellent customer service.

Responsibilities

• Answer up to 100+ inbound calls per day, greeting patients immediately with positivity, friendliness, passion, and a service mindset
• Conduct outbound calls to schedule appointments from referring optometrists or primary care physicians with a kind, professional demeanor
• Utilize effective problem-solving skills to respectfully and efficiently de-escalate any dissatisfied patients
• Manage the coordination of booking patient appointments
• Accurately assess the caller’s needs and respond using appropriate judgment to ensure resolution of the caller’s inquiry or issue, or by escalating the call to practice managers, patient consultants, or other departments as applicable
• Exhibit a high degree of personal integrity and sensitivity to private patient health information by maintaining strict confidentiality
• Possess a collaborative team-oriented attitude