What are the responsibilities and job description for the Call Center Representative position at ASSOCIATED RETINA CONSULTANTS?
About Us
Since 1974, Associated Retina Consultants has an experienced team of Arizona eye specialists to diagnose and treat your vision problem. Our focus is on the retina, macula, and the vitreous humor in the eye. We work hard every day to protect and save our patients vision, helping them lead better quality lives.
Position Summary:
We are searching for a polite, professional call center representative to work closely with other team members to provide outstanding service to our customers/patients by answering questions, handling complaints, and troubleshooting problems with our products and services. To be a successful call center representative, you should be customer-focused, detail-oriented, and efficient. You should be polite, reliable, knowledgeable, and adaptable.
Responsibilities:
- Responsible for answering and distributing incoming calls and taking messages.
- Schedule patient appointments and remind patients of necessary items to bring including their referral, medications, eye drops and eyewear.
- Send messages via the EMR system to triage technicians.
- Handle inquiries about insurance accepted, office hours, services, locations, exam fees, doctor information, etc.
- Enter referral information into the computer system.
- Assist in other clerical duties as able and requested.
- Answers calls in a prompt, professional, and polite manner.
- Responds easily to routine requests for information.
- Ensures that all messages are clearly written and distributed promptly and appropriately.
- Maintains patient confidentiality at all times.
- Cooperates and communicates with all departments.
- Duties and responsibilities may be added, deleted, or changed at any time at the discretion of the management, formally or informally, either verbally or in writing.
Education and Experience:
- Position requires patient, physician, and vendor contact, and therefore individual must exhibit pleasant manners, be professional in conduct, and have the ability to listen.
- Must represent themselves with high efficiency and decorum.
- Previous experience in a customer support role
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities and manage time effectively.
- High school degree, diploma, or GED
Skills:
- Interactive Skills
- Customer Service Skills
- Active Listening skills.
- Computer skills
- Answering calls in high volume capacity.
- Accuracy and understanding of multi-line phone systems.
- Verbal and Written Communication
Salary: Commensurate with experience.
Benefits: Medical, Dental, Vision, Life Insurance, Disability Insurance, Paid Holidays, Vacation and Sick Time
Physical Demands:
- Must be able to sit for long periods of time.
- Must be able to communicate via the telephone.
- Must be able to view and type computer data.
- Must be able to adhere to work schedule
Frequently Stand, Walk, Sit, reach above shoulder, Climb, Crawl, and Bend.
- Lift and/or Carry 10-20 lbs.
- Push/Pull 10-100 lbs.
Occasionally Squat or Kneel
- Lift and/or Carry 20-50 lbs.
Note:
Frequently- (Occupation requires this activity from 33%-66% of the time, anywhere from 2.5 -5.5 hrs./day)
Occasionally- (Occupation requires this activity up to 33% of the time 0-2.5 hrs./day)
Other Physical Requirements:
- Vision (Near, Distance, Color, Peripheral, Depth Perception)
- Sense of Sound (normal range of hearing and vision)
- Ability to wear Personal Protective Equipment (PPE)
- In office environment with controlled atmosphere. Possible exposure to staff or patients with communicable diseases and blood borne pathogens.
The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employees ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.
Associated Retina Consultants is an Equal Opportunity Employer.