Title: Call Center Representative

Department: Call Center

Reports To: Call Center Supervisor

FLSA: Non-Exempt (Hourly)

The Call Center Representative is responsible for scheduling all patient appointments with Retina Specialty Institute physicians in a professional and courteous manner, ensuring that all patients feel welcomed to the practice and continue coming here to receive top quality care. The representative also monitors and modifies physician scheduling templates as needed to maximize efficiency.

• Promptly answer internal and external calls
• Ability to effectively triage calls from patients to ensure appropriate scheduling
• Review the schedule status daily for the remainder of the current week and the following two weeks
• Schedule all appointments with the appropriate physician to ensure top-quality care to patients
• Confirm appointments daily
• Cancel and reschedule appointments as needed
• Follow up on patients who do not show up for their appointments
• Monitor and modify the physician's daily schedules
• Block schedules for physician vacation days and time out of the office
• Create the monthly scheduling calendar
• Input new patient information and update information in systems
• Place appropriate and meaningful notes in EMR to communicate with Physicians and technicians as needed
• Ensure lines of communication always stay open with team members and managers
• Protect patient confidentiality and HIPAA Compliance (follow all HIPAA regulations and requirements)

• High school diploma or equivalent required
• 2 years of Medical Clinic experience (or equivalent) preferred
• Medical Terminology knowledge preferred

• Excellent telephone and typing skills required
• Advanced computer skills: Microsoft Word, Outlook and Excel preferred

• Excellent interpersonal and communication skills (both verbal and written) required
• Ability to adapt to multiple and rapidly changing priorities and deadlines
• Work well under pressure and maintain a sense of urgency
• Excellent organizational skills
• Confident and capable communication with patients and coworkers
• Handle Company business with the utmost professionalism, discretion, and tact
• Friendly, helpful team player with a positive, customer-service attitude
• Good collaboration and problem-solving skills
• The ability to work independently and productively with little or no supervision
• Dependable and reliable with an excellent attendance track record
• Exercise good judgment and take initiative to properly address and resolve issues
• Keep supervisor and coworkers informed of the status of issues and projects

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions to the extent the Company may do so without undue burden.

While performing the duties of this job, the employee will regularly be required to:

• Sit for prolonged periods at a desk while working on a computer

While performing the duties of this job, the employee will occasionally be required to:

• Stand
• Walk
• Stoop, kneel, crouch, and/or crawl
• Lift and/or move up to 15 pounds

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Climate controlled, temperate indoor working environment
• The noise level in the work environment is usually moderate

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.