Job Details
Level
Entry
Job Location
CBO (Central Business Office) – Garden City, NY
Remote Type
Hybrid
Position Type
Full Time (30+ hrs/wk)
Education Level
High School Diploma/Equivalency
Salary Range
$19.00 – $24.00 Hourly
Job Category
Healthcare (Ophthalmology)
Description
Description: As the Patient Call Center Team Lead, you will play a vital role in the level of service our patients receive by providing unparalleled customer service. Prior customer service experience is preferred, especially in an eye care, medical/healthcare practice or call center environment. You should be able to communicate professionally, be comfortable working in an office environment (currently a work-from-home virtual position), have a strong customer service background and spirit, possess excellent computer and organizational skills, and embody a welcoming/friendly demeanor. Your schedule may vary based on the call volume and needs of our business. You must have the flexibility to work within the hours of operation, including occasional weekends. This full-time position is responsible for maintaining knowledge of all Patient Call Center Coordinator functions regarding the answering of incoming calls directed to our high-volume call center and scheduling patient visits. Will assist Supervisor/Director in daily operations of Patient Call Center department and will directly report to the Call Center Supervisor.
Primary Responsibilities include, but are not limited to the following:
- Performs all job functions of the Patient Call Center Coordinator staff, including: answering incoming calls in a friendly, courteous, professional & positive manner, while delivering exceptional, individualized customer service to our patients requesting to schedule or reschedule an appointment; maintaining accurate records by verifying/obtaining patient demographic & insurance information and entering into the practice management system; forwarding calls to appropriate practice/department for additional follow-up, information or resolution; documenting and entering messages into practice management system and distribute to appropriate practice/department with proper information conveyed in an efficient manner.
- Provides phone coverage as needed to meet/exceed department Service Level goals.
- Maintains proficiency and knowledge in all areas of Patient Call Center scheduling; considered a Subject Matter Expert (SME) in regards to Patient Call Center Protocols, policies, procedures. Will be assigned and responsible for specific areas of knowledge such as specific specialties and regions within current/future areas of OCLI locations.
- Available to assist current PCCC’s with in-the-moment questions about daily operations of Call Center department. In conjunction with Supervisor/Director, serves as initial point person for software and process/protocol questions or concerns and assists with facilitating resolution of issues as necessary. Prepares and disseminates effective communication of issue resolution to staff as directed by Supervisor/Director.
- Facilitates and assists with training of new hire employees and offers feedback to Supervisor/Director throughout onboarding/training process.
- Facilitates and assists with NextGen, GloCom, Brevium and all other Call Center protocol/policy/procedure training for all existing Call Center staff and offers feedback to Supervisor/Director throughout training process.
- Exhibits flexibility and adaptability to meet the needs of customers, operational team, and leadership team.
- Works collaboratively & courteously with all other departments to ensure a positive patient experience.
- Handles making outbound calls to schedule patients upon request.
- Performs various administrative functions and other duties/projects as assigned.
SECONDARY FUNCTIONS: The following duties are considered secondary to the primary duties listed above:
- Assists Supervisor/Director in monitoring Patient Call Center Coordinator phone calls for call quality and accuracy when additional call monitoring support is necessary.
- Monitors real time team performance to drive service level goals and provides feedback to Supervisor/Director.
- Assists Supervisor/Director as resource for internal customers regarding complaints and concerns; and acts as a resource for external customer issues as necessary. Remains professional and courteous, and builds effective relationships with all customers.
Provides feedback to Supervisor/Director for Annual Employee Performance Reviews
Qualifications
Knowledge, skills and abilities:
• Customer service principles and techniques.
• Proficiency in relevant computer applications (MS Word, Excel, PowerPoint, Google Suite, etc.) as well as data entry/typing & computerized scheduling systems (EMR/EHR).
• Knowledge about physicians within OCLI, professional services provided & general practice policies.
• Possess excellent verbal, written and listening communication skills to be able to effectively communicate and present information to patients, clinics, and other employees of the organization.
• Multi-task effectively & communicate calmly/compassionately in a high-volume call center.
• Read, comprehend and write simple instructions, short correspondence, and memos.
• Carry out detailed written or oral instructions.
• Resolve issues involving following of company protocols and guidelines.
• Must be able to work independently or as part of a team.
• Bi-lingual, English/Spanish preferred but not required.
Position Type/Expected Hours of Work
This is a full time position requiring 40 hours per week, (excluding meal period), and is generally worked Monday through Friday between the hours of 8:00AM – 6:00PM, Saturday 8:00AM – 1:00PM and Sunday 9:00AM – 2:00PM. More specific hours and schedule shall be established and communicated in a written offer of employment and will be subject to the business needs of the organization, which may be subject to change from time to time.
Education and/or Experience
- High school diploma or general education degree (GED); or one to two years related experience and/or training; or equivalent combination of education and experience.
- One (1) year experience as a Patient Call Center Coordinator or Customer Service Specialist.
- Experience working with the public & demonstrated strong communication & customer service skills
- Previous medical practice experience and/or a general knowledge of current ophthalmology practices, concepts and procedures is preferred.
- Prior inbound/outbound call center and telephone experience preferred
- One (1) year of clerical, customer service, or administrative support experience in a highly customer-oriented organization.
PREFERRED QUALIFICATIONS:
- Associates degree.
- One (1) year of prior leadership or training experience (formal or informal)
Physical Demands
While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel. Specific vision abilities required include close vision and ability to adjust focus.
Work Environment
The noise level in the work environment should be quiet.
*Spectrum Vision Management provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
*Spectrum Vision Management is a drug free work environment
Employment with Spectrum Vision Management is contingent upon an offer and the successful completion of all pre-employment checks, including a background and drug screen.