Description

The Ophthalmic Technician/Patient Support Specialist is a dual role within our Call Center and responsible for ensuring the consistent delivery of customer service that exceeds expectations of our callers and our multiple center locations. The position will accept ownership for effectively scheduling patients, solving customer issues, resolving complaints and inquiries, providing patient triage services; and keeping customer satisfaction at the core of every decision and behavior. This position is the first point of contact for patients and the Optometrist network.

ESSENTIAL FUNCTIONS include the following:

• Schedule appointments by using predefined scripts and templates, document all interactions and provide a first call resolution experience
• Identify callers needs, clarify information, and assist the caller positively, professionally, and effectively
• Empathetic attitude, offering courteous and understanding support in a customer centric, call center environment
• Build sustainable relationships and engage callers by going above what is required
• Daily contributions to meet personal/team qualitative and quantitative goals
• Within HIPAA compliance, verify and update patients insurance and demographic information.
• Completes all required compliance training.
• Provides ongoing technical training and support to Patient Support Specialists
• Triage patients via incoming Call Center in accordance to physician-driven, written protocols to determine level of care that is needed
• Communicates effectively with all clinic staff
• Assists Patient Support Specialists with any non-scheduling/clinical based questions that arise
• Duties and responsibilities may be added, deleted, or changed at any time at the discretion of management, formally or informally, either verbally or in writing.

Qualifications

KNOWLEDGE, SKILLS, & ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Knowledge of anatomy of the eye, ocular conditions and ocular imaging equipment
• Strong understanding of medical terminology and practices
• Strong phone and verbal communication skills along with active listening
• Ability to multi-task, set priorities and manage time effectively
• Ability to problem solve and make critical decisions effectively and efficiently
• Use of basic computer skills including use of standard office programs and clinic systems
• Actively work to improve knowledge base and performance level
• Ability to operate standard office equipment
• Ability to learn and apply new skills

   EDUCATION AND/OR EXPERIENCE

High School diploma or equivalent is required; a minimum of one (1) year of experience in a customer or patient support role such as medical office front desk or contact center is required.  Previous experience of at least one (1) year ophthalmic clinical experience is required; Certified Ophthalmic Assistant (COA) or Certified Ophthalmic Technician (COT) candidates are preferred.