Bilingual Medical Call Center Representative

Overview

Chicago Eye Consultants is seeking an experienced, bilingual (English/Spanish preferred) Medical Call Center team member for its Stickney, Illinois office. This role offers regular work hours with no late evenings, major holidays, or Sundays, along with a comprehensive benefits package and a collaborative work environment with clear opportunities for career growth

Previous experience as a medical call center representative is preferred, and bilingual proficiency in English and Spanish is a plus. However, we offer a comprehensive training program and will consider candidates with strong customer service skills and a solid work history.

This is your opportunity to join one of the areas most recognized leaders in ophthalmology and optometry. We are committed to customer service, and making every interaction extraordinary while inspiring the complete confidence of our patients. Our employees contribute directly to the growth and success of our practices, and take pride in being a member of our team. We strongly believe that the manner in which our patients and customers are treated by our employees is as important as the services provided by the doctor. 

All of us at Chicago Eye Consultants are committed to inclusion and belonging. We believe today more than ever that creating an environment where everyone can bring their authentic selves to work and make it easy for others to do the same will benefit us all.  It isn’t speaking the words, but starts with a culture of caring, listening and service. We would thoroughly enjoy meeting with you and discussing our employment opportunities. For more information, please visit our web-page at www.chicagoeyeconsultants.com.

The Call Center Representative will play a pivotal role in ensuring our patients receive top-notch service and assistance. You will be responsible for handling a wide range of inbound and outbound calls, addressing customer inquiries, resolving issues, and promoting our products or services. The ideal candidate is a strong communicator with excellent problem-solving skills and a passion for customer satisfaction.

Responsibilities

• Schedule appointments for patients
• Answer telephone calls promptly and in a polite and professional manner
• Obtain and enter accurate demographic and all relevant appointment information into Centricity EMR (date of birth, name, telephone number, name of insurance, name of referring doctor, reason for visit, etc.)
• Schedule appointments correctly and follow appropriate guidelines and workflows. Review the appointment date, time, location, name of the doctor, the medical records request from the patient’s previous eye doctor, and the No Show fee with the patient
• Inform the patient to bring in his or her insurance card and government-issued photo I.D. to the appointment and to arrive 15 minutes prior to the appointment
• Answer questions and offer other relevant and pertinent information, as requested, to provide patient-focused and patient-oriented service and an extremely positive impression of our wonderful practice
• Act as a liaison for the patients and the practice
• Direct calls to other extensions as needed, e.g., surgical coordinators, supervisors, the Lasik department, etc.
• Use sound judgment when handling calls, particularly with upset patientsUnderstand when there is a need to escalate the call to a supervisor
• Collect balance payments over the phone
• Meet the average handle time of 3 minutes

Qualifications

• High school diploma or equivalent; additional education is a plus
• Bi-lingual, English/Spanish is highly preferred
• Previous experience in customer service or call center roles is preferred but not required
• Knowledge of medical and vision insurance preferred
• Experience with EMR/EHR and EPM, NextGen is preferred but not required
• Excellent verbal and written communication skills
• Strong problem-solving abilities and the ability to remain calm under pressure
• Adaptability and a willingness to learn and grow within the organization

In Turn We Will Provide:

• Benefits to full time team members that include comprehensive medical, dental and optical coverage, 401K and short and long term disability
• Company paid life insurance
• Paid holidays and generous paid time off
• Paid parking where applicable
• Team oriented working environment where you are heard and respected
• Clear career ladder opportunities

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