Medical Call Center Representative/ Receptionist

Description

At Peninsula Ophthalmology Group in Burlingame, CA, we are seeking a Medical Call Center Representative (“CSR”) who will be responsible for answering incoming calls in a timely and efficient manner according to practice protocols. The CSR properly triages all incoming calls according to practice guidelines. The CSR properly routes and transcribes messages appropriately. The CSR schedules patient visits according to physician templates. The CSR 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 to a minimum
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-services 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
• 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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