EYE SPECIALISTS OF MID FLORIDA PA is hiring: Call Center Scheduling Specialist i

Job description

The Call Center Scheduling Specialist is responsible for answering incoming calls and triage in a timely and efficient manner according to practice protocols. The Scheduling Specialist properly routes and transcribes messages appropriately and schedules patient visits according to physician templates. The Scheduling Specialist should have an excellent knowledge of the practice management scheduling software.

MINIMUM QUALIFICATIONS

EDUCATION AND EXPERIENCE

· High school diploma or GED required

· One year of experience as a Switchboard Operator in a medical office setting preferred

· Experience in ophthalmology preferred but not required.

***Bilingual is Preferred ***

ESSENTIAL SKILLS AND ABILITIES

· Answer calls in a friendly and enthusiastic manner

· Excellent communication skills both verbal and written

· Ability to properly triage patient calls

· Possess proficient computer skills

· Excellent phone skills

· Hands-on working knowledge of the practice’s phone system

· Problem solves effectively and efficiently

· Detailed oriented

· Team player

· Self-directed, highly motivated, able to multi-task, work under pressure in a fast-paced environment

· Exceptional interpersonal skills

· Possess a caring, patient and friendly attitude

· Obtain a complete working knowledge of all ophthalmic terminology

DUTIES AND RESPONSIBILITIES

1. Gain a complete hands-on working knowledge of relevant appointment software

2. Answer the telephone by the third ring according to practice protocols

3. Maintain average wait time for each call to 30 seconds or less

4. Properly triage all incoming calls to the appropriate parties in a timely manner according to practice protocols

5. Accurately transfer messages to the appropriate parties

6. Maintain proper documentation

7. Consistently demonstrate a high level of customer service with patients, referral sources and other parties that call the office

8. Schedule patient appointments according to physician template and insurance needs

9. Properly cancel appointments as needed

10. Process the mail according to the practice protocols

11. Handle all aspects of the patient recall processes according to the practice protocols

12. Handle any patient or referral provider complaints with a high level of customer service

13. Maintain proper standards of productivity as defined by the Call Center Captain

14. Professional and Personal Development/Goals and Objectives

a. Exhibit professional demeanor with a positive attitude at all times when representing the practice

b. Must attend all in-service and webinar training as directed by the Call Center Captain

c. Set goals and objectives for professional growth. Review and revise goals on an ongoing basis

15. Customer Service

a. Support the practice core values and mission statement to develop, enhance and promote quality customer service through team effort

b. Exhibit flexibility, sensitivity and respect while maintaining an effective working relationship with all team members

16. Maintain practice confidentiality, follow HIPAA & OSHA guidelines and the rules and regulations of the practice as documented

17. Perform other duties as assigned

Job Type: Full-Time

Benefits:

• 401(k)
• 401(k) matching

Medical specialties:

• Ophthalmology

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Winter Haven, FL 33880: Reliably commute or planning to relocate before starting work (Preferred)