EyeSouth Partners is hiring: Call Center Representative in Raleigh

Join to apply for the Call Center Representative role at EyeSouth Partners.

Raleigh Ophthalmology is a busy, well-established, progressive twelve-physician group with subspecialty care in cornea, glaucoma, oculoplastics, pediatrics, and comprehensive eye care services. We operate three area office locations with a team of dedicated, qualified employees committed to delivering excellent service and patient care.

Our employees are vital to the patient experience. We foster a culture of servant leadership and collaboration, supporting each team member’s personal and professional growth.

As a Call Center Representative, you will be essential in providing high-quality service to our patients and ensuring their needs are met promptly and professionally. You will be the first point of contact for patients, referring doctor offices, and pharmacies, assisting with inquiries, appointments, medical information, and delivering outstanding customer service.

1. Answer incoming calls from patients, addressing inquiries, concerns, and requests courteously and empathetically.
2. Schedule, reschedule, and confirm appointments across various ophthalmology sub-specialties.
3. Verify patient information and gather necessary medical details to create comprehensive medical advisories.
4. Update electronic health records (EHR) accurately and efficiently.
5. Provide detailed information about healthcare services, procedures, and insurance coverage to patients.
6. Utilize medical knowledge to understand diagnoses for effective triaging and scheduling.
7. Handle patient complaints and concerns professionally, aiming for resolution to patient satisfaction.
8. Collaborate with external medical professionals and internal departments for seamless patient care.
9. Maintain cohesive physician schedules for affiliated practices and locations.
10. Document call interactions and patient information accurately in call center software.
11. Adhere to confidentiality standards and HIPAA regulations to protect patient privacy.
12. Participate in ongoing training to stay updated on medical procedures, policies, and software.
13. Strive to meet and exceed performance metrics such as call quality, first-call resolution, and patient satisfaction.
14. Manage high call volumes and multitask effectively while maintaining a positive attitude.
15. Process and transfer calls efficiently using a multi-line phone system.

Minimum qualifications include a high school diploma or equivalent; an associate's degree or healthcare administration certification is a plus. Prior experience in a call center, customer service, or healthcare setting is advantageous, with ophthalmology experience being a plus.

Key skills include strong verbal and written communication, empathy, familiarity with medical terminology and insurance concepts, proficiency with call center software and EHR systems, multitasking, problem-solving, professionalism, and a positive attitude. An understanding of HIPAA and patient confidentiality is essential.

We offer a competitive benefits package including medical, dental, vision, 401k with match, HSA/FSA, telemedicine, and a generous PTO. Additional free benefits include employee discounts, assistance programs, group life/AD&D, and disability insurance.

EyeSouth Partners is an equal opportunity employer committed to diversity and inclusion.

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