Patient Contact Center Representative

The primary function of this role is answering all patient calls, listening to their concerns, and assisting and scheduling patient appointments.

Essential Functions

Manage large amounts of inbound calls in a timely manner

Follow company call guidelines when handling different types of calls

De-escalate situations involving dissatisfied patients, offering patient assistance and support

Verify patient insurance and benefits while having patients on the line

Schedule, reschedule, cancel, and confirm patient appointments

Notify the Patient Contact Center Supervisor of any issues that they may be experiencing with any calls

Inform Patient Contact Center Supervisor of any technical issues that arise within the workday

Perform all tasks assigned by Patient Contact Center Supervisor

Job Specifications

Typically has the following skills or abilities:

One to two years of administrative experience with at least one year providing Administrative support

Spanish/English bilingual required

Demonstrated ability to successfully perform multiple tasks in a fast-paced environment

Working knowledge of MS Office package

Effective verbal communication skills to prioritize multiple tasks and to be available for incoming calls and inquiries

Effective written communication skills to clearly document customer situations, as well as prepare letters to confirm agreements made

Excellent interpersonal and rapport-building skills

Ability to ask appropriate and relevant questions to identify customer needs

Proven problem-solving, negotiations, and decision-making skills

Ability to use appropriate discretion and judgment in applying customer/call handling guidelines

Ability to listen, process transactions and interact with customers simultaneously in a fast-paced environment

Working Conditions

The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust etc.

The above information on this description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job grade.

VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

The compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding Optical Outlets benefits, please visit opticaloutlets.com/careers