Call Center Representative

Position Summary

The Patient Call Center Representative is the first point of contact for patients calling Southwest Eye Consultants and is responsible for delivering a highly professional, accurate, and courteous phone experience across all three clinic locations. This role manages inbound and outbound calls, assists scheduling and confirms appointments, verifies patient information, and routes calls appropriately to other departments. You will maintain strict confidentiality of patient health information. Success in this role directly supports clinic coverage, patient satisfaction, and the smooth daily operation of the front office.

Key Responsibilities

• Answer incoming calls promptly and professionally using the practice's standard greeting and phone etiquette.
• Schedule, reschedule, and confirm patient appointments across Durango, Cortez, and Farmington clinics using Nextech.
• Verify and update patient demographic and insurance information.
• Route calls to the appropriate clinical or administrative staff.
• Respond to patient questions regarding appointments, referrals, prescriptions, and general practice information; escalate clinical questions to appropriate staff.
• Place outbound calls for appointment reminders, reschedules, and follow-up as needed.
• Document all patient interactions accurately and promptly in the practice management system.
• Maintain strict compliance with HIPAA and patient confidentiality standards on every call.
• Communicate call trends, recurring issues, or patient concerns to the Front Office Manager.
• Support front office coverage needs and other administrative duties as assigned by your direct report.

Required Qualifications

• High school diploma or GED.
• One or more years of customer service or call center experience; medical office experience preferred.
• Excellent verbal communication skills and a calm, patient, professional phone manner.
• Ability to manage a high volume of calls while maintaining accuracy and a positive patient experience.
• Strong data entry skills and comfort working in an electronic health record / practice management system.
• Ability to multitask, prioritize, and stay organized in a fast-paced environment.
• Reliable, punctual, and able to work full-time, in person, Monday through Friday at the Farmington clinic.

Preferred Qualifications

• Prior experience with Nextech or a comparable EHR/practice management system.
• Experience in ophthalmology, optometry, or another specialty medical setting.
• Bilingual (English/Spanish).
• Familiarity with insurance verification and medical terminology.
• Strong computer proficiency

Physical Requirements

• Ability to sit for extended periods while using a telephone headset and computer.
• Ability to speak clearly and listen attentively for the duration of a full shift.
• Occasional standing, walking.

What Southwest Eye Consultants Offers

• $20.00/ hour
• Benefits & Perks
• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Opportunities for advancement
• Paid time off
• Retirement plan
• Vision insurance
• Supportive team culture and opportunities to grow

We invest in our people. Southwest Eye Consultants is committed to promoting from within. Front Office team members who demonstrate initiative, competency, and leadership potential are considered for internal advancement opportunities. This includes positions in medical billing, insurance and authorization coordination, clinical operations, surgical department, and front office leadership.

Why you'll love us

• Structured onboarding and ongoing training in ophthalmology and practice operations
• Mentorship from experienced clinical and administrative team members
• Clear pathways into roles with expanded responsibility and compensation
• Cross-training opportunities across scheduling, billing, and operations functions
• If you are looking for a role that can grow with you, this is it!
• Southwest Eye Consultants is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.
• Job Type: Full-time
• Benefits:
• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work Location: In-person
• How to Apply:
• If you’re passionate about making a difference in our patient's lives and have the skills to support our financial operations, we encourage you to apply! Southwest Eye Consultants is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran status.
• Job Type: Full-time
• Benefits:
• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• A supportive, team-oriented front office culture across a growing three-clinic practice.

Southwest Eye Consultants is an equal opportunity employer.

Pay: From $20.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

Salary : $20