Specialist, Call Center

Assume responsibility for performing assigned Call Center and related support functions.

• Schedules Lasik consults
• Perform recall, calling all overdue/current patients to schedule
• Maintains tracking sheet while doing recall 09 outpatients
• Perform follow-up calls for “missed appointments” during call times
• Reschedule all No-show patients from prior day service
• Performs all reschedule days all locations
• Update returned cards
• Delivers mail/runs mail through postage meter
• Performs non-updated recall for all locations
• Pre-appoints actively for all locations
• Reminder Calls 2week, 3day, day before call/text /email
• Live Chat all locations
• Forecasting forward for all locations scheduling needs
• Email communication to offices for all patient needs (PS, Tech, Optical)
• Checks Info email multiple times daily for all patient appointment requests/confirmations
• Pulls in all appointment web requests for all locations daily
• Works cancelation report daily
• Checks wait list for assigned locations daily
• Answer all incoming calls
• Adds any scheduling templates for doctors per location per DM request (Manager & Lead only)
• Checks daily VM for any overnight messages

• High School or equivalent
• Ability to produce quality and professional written correspondence with customer’s
• Ability to demonstrate and perform basic math
• Customer service orientation
• Intermediate PC knowledge, working knowledge of Windows operating systems, proficient with Microsoft Office, fluent with Internet and mainstream web browsers
• Commitment to providing resolution to customer issues on the first contact
• Strong English comprehension and a good command of grammar

Benefits

• 401(k) with Match
• Medical/Dental/Life/STD/LTD
• Vision Service Plan
• Employee Vision Discount Program
• HSA/FSA
• PTO
• Paid Holidays

*Benefits applicable to full Time Employees only.

Physical Demands

• This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.