Call Center Representative

We are a BUSY, patient-centered, 18-doctor private ophthalmology practice with three offices: Fairfax, Falls Church, and Alexandria. We are looking for a full-time, experienced, energetic, hard-working Call Center Representative to provide exceptional service for our patients.

Call Center Representative position is responsible for scheduling and interacting with patients via telephone, face to face, email, and performs a range of duties which includes gathering required information in preparation for the patient’s on-site appointment.

ESSENTIAL FUNCTIONS - PRINCIPAL DUTIES AND RESPONSIBILITIES:
• Handles all incoming telephone calls from patients, makes appointments and answers general questions and inquiries.

• Uses computer systems to refer to existing patient information or set up new patients in the scheduling tool. Provides the patient with available timeslots not allowing patients to give times they are available to ensure full use of the physician timeslots.
• Communicates all add-ons, delays, cancellations, and “no-shows” to Clinical Coordinator.
• Responsible for inputting very detailed information on the patient using a variety of computer screens. After completion of the call and input of the patient information, the representative checks records verifying the details entered and adds any additional notes that may be necessary.
• Explains all current fees and patient financial responsibility and informs the patient of payment required
for existing balances due at or before the next appointment.
• Provides information to callers on practice policies and procedures such as what is required following
physician template, using proper encounter codes, in preparation for appointment (insurance, id, etc.).
• Schedules to ensure efficient patient flow based on predetermined appointment availability.
• Secures patient information and maintains patient confidence by completing and safeguarding medical
records, completing diagnostic and procedure coding, and keeping patient information confidential.
• Follows up with patients when they are a no-show for an appointment and may make calls to patients
asking if they were satisfied with the service they received.
• Receives, directs, and relays telephone and fax messages.
• Responsible for report generation and analysis in support of departmental goals and objectives.
• Responds to calls efficiently, not put time-saving before quality of service.
• Must be able to cover Medical Reception/Call Center desk as needed.
• Performs other general administrative tasks as directed by team lead.

QUALIFICATIONS & SKILLS:
• High school diploma or GED required.
• Minimum of 1 year of relevant experience and/or training, or equivalent combination of education and
experience in a medical receptionist/customer service role.
• Knowledge of multi-line phone systems and be able to type.
• Proficient in computers and relevant software applications and practice management technology
including electronic recordkeeping.
• Knowledge of customer service principles and practices.
• Demonstrated initiative and strong organizational skills.
• Exceptional interpersonal communication skills with a positive tone and welcoming body language.
• Ability to work independently on assigned tasks as well as to accept direction on given assignments.
• Deals with confidential information and/or issues using discretion and judgment.

PREFERRED EXPERIENCE:
• Prior Call Center experience in a medical office.
• Experience with electronic scheduling systems and electronic medical records (EMR).

WORK ENVIRONMENT & PHYSICAL DEMANDS:
• Work is performed in a medical office setting.
• Physical demands of position: must be able to sit for long periods of time, must have manual dexterity
to work computer systems and keyboard.
• Must be able to have face-to-face conversations with patients and staff.
• Must be able to lift 25 lbs.