What are the responsibilities and job description for the Call Center Representative position at Pearle Vision?
West Point Optical Group
Company : West Point Optical
West Point Optical Group is a Franchisee with 91 Pearle Vision franchises throughout Ohio, Indiana, Michigan, Colorado, Arizona, Pennsylvania, and Florida. The Call Center supports all locations. The website for Pearle Vision :
Job Description
The below Job Description is intended to describe the general nature and level of work being performed by associates assigned to this job. It is not an exhaustive list of responsibilities, and is subject to changes and exceptions at the discretion of senior management.
JOB TITLE : Patient Call Center Representative
REPORTS TO : Store General Manager
FLSA STATUS : Hourly; Non-Exempt
Patient Call Center Job Description General Purpose
Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information.
Main Job Tasks and Responsibilities
- answer calls and respond to emails
- schedule appointments
- handle patient inquiries both telephonically and by email
- research required information using available resources
- manage and resolve patient complaints
- provide patients with eye healthcare information
- confirm patient insurance eligibility
- enter new customer information into system
- update existing customer information
- identify and escalate priority issues
- route calls to appropriate resource
- follow up customer calls where necessary
- document all call information according to standard operating procedures
- complete call logs
- produce call reports
Education and Experience
Key Competencies
Job Type : Full-time
Required education :
Required experience :
