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Form of workJob Description
The Call Center Representative is responsible for facilitating a positive patient experience by handling a high volume of incoming calls within a fast-paced environment while delivering World-Class Customer Service.
- Answers up to 100+ inbound calls per day and greets patients immediately with world-class positivity, friendliness, passion and a service mindset. Patients are to feel they have received the best service they have ever experienced
- Conducts outbound calls to schedule appointments from referring optometrists or primary care physicians with a kind, professional demeanor
- Utilizes effective problem-solving skills to respectfully and efficiently de-escalate any dissatisfied patients
- Manages the coordination of booking patient appointments
- Accurately assesses the caller’s needs and responds using appropriate judgement to ensure resolution of the caller’s inquiry or issue or by escalating the call to practice managers, patient consultants or other departments as applicable
- Exhibits a high degree of personal integrity and sensitivity to private patient health information and by maintaining strict confidentiality.
- Possesses a collaborative team-oriented attitude
