Call Center Representative (CSR)

Description

At BVA Advanced Eyecare, we seek a Call Center Representative (“CSR”) to assist with call volume and triage calls. The candidate will be responsible for answering incoming calls in a timely and efficient manner according to practice protocols. Will appropriately triage all incoming calls according to practice guidelines. The CSR will also route and transcribe messages appropriately, schedule patient visits according to physician templates, and must have an excellent knowledge of the practice management scheduling software.

1. Possesses a complete hands-on working knowledge of relevant appointment software.
2. Answers the telephone by the third ring according to practice protocols.
3. Maintains average wait time for each call to 30 seconds or less.
4. Properly triages all incoming calls to all appropriate parties in a timely manner according to practice protocols.
5. Accurately transfers messages to appropriate parties and relays messages immediately.
6. Maintains proper documentation.
7. Consistently demonstrates a high level of customer service for patients, referral sources, and other parties that call the office.
8. Schedules patient appointments according to physician template and insurance needs
9. Properly cancels appointments as needed.
10. Handles any patient or referral provider’s complaints with a high level of customer service.
11. Maintains proper standards of productivity as defined by the Manager.
12. Completes any tasks and responsibilities as noted in the pay-for-performance program.
13. Professional and Personal Development/Goals and Objectives
14. Exhibits professional demeanor with a positive, enthusiastic attitude at all times when representing the practice.
15. Must attend all in-service and webinar training seminars as directed by the Office Manager
16. Sets goals and objectives for professional growth. Reviews and revises goals on an ongoing basis
17. Customer Service
18. Supports the practice core values and mission statement to develop, enhance, and promote quality customer service through team effort.
19. Exhibits flexibility, sensitivity, and respect while maintaining an effective working relationship with all team members.
20. Maintains practice confidentiality, follows HIPAA & OSHA guidelines, and follows the rules and regulations of the practice as documented in the practice employee manual.
21. Assumes other duties as assigned.

Requirements

MINIMUM QUALIFICATIONS

Education and Experience:

• High school diploma or GED required
• One year of experience as a Switchboard Operator in a medical office setting required
• Experience in ophthalmology preferred

ESSENTIAL SKILLS AND ABILITIES

• Must be able to answer calls in a friendly and enthusiastic manner
• Must have excellent oral communication skills with proper grammar and writing capability
• Must be able to properly triage patient calls
• Must have proficient computer skills
• Must have excellent phone skills
• Must have a hands-on working knowledge of the practice’s phone system
• Must be able to problem solve effectively and efficiently
• Must be detailed oriented
• Must be team-oriented
• Must be self-directed, highly motivated, able to multi-task, work under pressure in a fast paced environment
• Must be able to handle multiple projects at one time accurately and efficiently
• Must have exceptional interpersonal skills
• Must possess a caring, patient and friendly attitude
• Must have a complete working knowledge of all ophthalmic terminology and spelling

We understand the importance of work-life balance and want our team members to thrive personally and professionally. In addition to a rewarding career, we offer a comprehensive wellness package that includes exciting benefits such as:

• Excellent health insurance benefits
• Generous 401k matching program with immediate 100% vesting
• Paid time off with immediate accrual
• Paid holidays available on day one
• Free counseling and support services
• Employee Perk Package

If you are seeking new adventures in patient care and have a passion for going above and beyond to ensure all our patients are given the best patient experience, then we want to hear from you... Please Apply!

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