What are the responsibilities and job description for the Call Center Agent position at Visionary Eye Doctors?
Job Overview : The call center agent will be responsible for taking calls from patients, answering questions, and addressing any concerns they may have. They will handle inbound and outbound calls for multiple locations and schedule and reschedule appointments. This position requires someone bilingual (Spanish-speaking), can multitask, and can work in a fast-paced environment. A call center agent should communicate effectively, speak clearly, and be able to provide helpful solutions to assist the patients properly. Training will take place in the Rockville office, and this position will be in the office.
PERFORMANCE EXPECTATIONS
To perform the job successfully, an individual should demonstrate the following competencies :
- Answer calls : Take inbound or outbound calls from patients, doctors' offices, and vendors.
- Provide information : Offer information about services and patient account items.
- Resolve issues : Address patient complaints and problems and escalate unresolved issue-De-escalate situations involving dissatisfied patients, offering patient assistance and support.
- Guide Patients : Guide patients and assist with scheduling appointments based on the doctor's referral.
- Maintain records : Review patient accounts, update patient demographics, and maintain patient records confidentiality.
- Collaborate with others : Work with other departments to identify and improve customer service.
- Prioritization : Ability to navigate through daily tasks such as completing voicemails, completing appointment confirmations, appointment rescheduling, and assisting with other patient requests.
- Communication : Relay appropriate information to / from patients to doctors or management.
- Other Duties as assigned.
QUALIFICATIONS AND SKILLS
KEY REQUIREMENTS :
BENEFITS