Call Center Coordinator

PATIENT CALL CENTER COORDINATOR

WHO WE’RE LOOKING FOR Spectrum Vision Partners (“SVP”) and OCLI Vision (“OCLI”) work together to provide world class eye care to our patients to improve lives. SVP, the management services team, supports OCLI vision, one of the largest multi-specialty ophthalmology networks in the U.S. Our unique model and collaborative culture differentiate us in the marketplace and in our service to our patients. We build our culture one hire at a time, and we focus on building great teams and keeping our employees happy. We promote from within and offer fantastic benefits and PTO! THE OPPORTUNITY AT HANDWe are looking for passionate and empathetic people to join our Call Center. As a Patient Call Center Coordinator, you will play a vital role in the level of service our patients receive by providing unparalleled customer service in our high-volume patient scheduling call center. You have a positive attitude and are motivated to provide an excellent experience and establish a culture of service excellence, focusing on patient, physician, and colleague satisfaction and engagement. This is a full-time, in-person position. OUR EXPECTATIONS OF YOUProvides the highest level of customer service patents and incoming callers via telephoneAnswer incoming calls in a friendly, courteous, professional & positive manner, while delivering exceptional, individualized customer service to our patients requesting to schedule or reschedule an appointmentMaintain accurate records by verifying/obtaining patient demographic & insurance information and entering into the practice management systemForward calls to appropriate practice/department for additional follow-up, information or resolutionDocument and enter messages into practice management system and distribute to appropriate practice/department with proper information conveyed in an efficient mannerAnswer inquiries by researching, locating, and providing relevant informationMaintain patient privacy by adhering to all applicable HIPAA regulationsPromptly address inbound email inquiries and requests from patients and others regarding services and information about OCLI as assigned by managerHandle making outbound calls to schedule patients upon requestWork collaboratively & courteously with all other departments to ensure a positive patient experiencePerform various administrative functions and other duties/projects as assignedWHAT YOU'LL NEED TO SUCCEEDPrevious customer service experience– Able to manage difficult or emotional customer situationsYou are able to focus on solving conflict, not blaming and maintain confidentialityMust be proficient in relevant computer applications (MS Word, Excel, PowerPoint, Google Suite, etc.) as well as data entry/typing & computerized scheduling systems (EMR/EHR)Prior inbound/outbound call center and telephone experience preferredHigh school diploma or general education degree (GED); or one to two years related experience and/or training; or equivalent combination of education and experienceExperience working with the public & demonstrate strong communication & customer service skills. Previous medical practice experience and/or a general knowledge of current ophthalmology practices, concepts and procedures is preferred

This is a full time position requiring 40 hours per week, (excluding meal period), and is generally worked Monday through Friday between the hours of 8:00AM - 6:00PM and Saturday 8:00AM – 1:00PM. WHO WE ARE Our globally recognized healthcare team is comprised of some of the top minds in ocular medicine. Our senior management team has a combined 200 years of eye industry experience collaborating with some of the most recognized practices in the nation. While our providers have the expertise to diagnose and treat complex ocular, oculoplastic, and retinal conditions, we’re also uniquely qualified to provide care for our patients from childhood though adulthood. We build relationships with our patients that last a lifetime. With nearly 1,400 employees, we support over 50 clinic locations, five state-licensed ambulatory surgery centers, and over 110 surgeons, doctors, and other medical professionals. Our brands include OCLI Vision, Island Eye Surgi-center, New Vision Cataract Center, AIO, and others. At Spectrum Vision Partners we know that cultivating diversity and fostering an inclusive work environment is critical to our impact and success. We create an environment where no individual is advantaged or disadvantaged because of their background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status. With a commitment to maintaining a bias-free environment in which harassment is prohibited, we respect cultural diversity and comply with the laws of the places in which we operate. We expect our business partners, suppliers, clients, and all of our team members to uphold these commitments.