Patient Services Representative - Contact Center

Job Summary

The Contact Center Representative is an integral part of Eyesight’s commitment to providing Uncompromising Care and World Class Patient Service. As a member of the team taking incoming calls, texts, and emails from our patients, you will professionally and politely identify needs, relay clear and concise information, and create appointments to meet the patient’s and their doctor’s specific scheduling requirements. By building Trust and Confidence, you will delight our patients in every interaction.

Essential Job Functions

• Process inbound calls, texts, and emails in an efficient and timely manner
• Assess patient needs through consultative questioning techniques
• Efficiently schedule patients following established protocol and needs assessment, including all pre-appointment testing
• Ensure accurate collection of patient demographic and insurance information
• Educate patients and set proper expectations regarding referral process, out of pocket expenses, and specifics of their appointment
• Make outbound calls as needed to complete the scheduling process

Core Behavioral Values

Honesty, Trust, Responsibility, and Dedication to our Patients Care. At Eyesight, the patient experience is our top priority and these behaviors are based on our culture and are critical to our mission of providing Uncompromising Care. We are looking for individuals that:

• Live and breathe the Eyesight values
• Have a passion for helping people
• Have relationship building skills and a commitment to providing World Class Patient Service
• Have experience in contact center environments and/or people facing industries including service, retail, healthcare, or hospitality
• Are interested in leveraging the many career advancement opportunities that exist at Eyesight

Skills You Bring

• Ability to establish rapport and relationships through effective communication
• Listening and compassion skills to support the challenges of our diverse customers
• Learning quickly and retaining information to maximize efficiency of interactions
• Adaptability and flexibility to succeed in various work environments
• Handle a variety of situations and conversations driving towards a successful conclusion
• Self-motivated teammate with high-level social and multi-tasking skills, bringing energy and passion to the team
• Provide outstanding patient service and communications via phone, text, or email

This is a full-time hourly phone position that also offers the opportunity to work extra hours based on the business needs and your availability. Current hours of operation are 7:00am-6:00pm, M-F.

The duties and responsibilities listed in this job posting generally cover the nature and level of work being performed by individuals assigned to this position. This is not intended to be a complete list of all duties, responsibilities, and skills required. We wish to thank all applicants for their interest and effort in applying for the position; however, only candidates selected for interviews will be contacted.

Eyesight Ophthalmic Services is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, national orientation, disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Minimum Requirements:

• High school diploma or GED

• 1-2 years of relevant experience
• Experience in an office/clerical/call center environment preferred
• Excellent command of the English language both verbally and written
• Good computer skills (MS Office Suite)
• Administrative and organizational skills
• Professional work ethic
• Analytical skills and attention to detail
• Ability to work independently and as a member of the team

• Ability to successfully complete computer literacy and call center/customer service skills assessment
• Ability to successfully complete a pre-employment background check