OCLI Vision

• Provides the highest level of customer service patients and incoming callers via telephone • Answer incoming calls in a friendly, courteous, professional & positive manner • Maintain accurate records by verifying/obtaining patient demographic & insurance information • Forward calls to appropriate practice/department for additional follow-up • Document and enter messages into practice management system • Promptly address inbound email inquiries and requests from patients • Handle making outbound calls to schedule patients upon request • Work collaboratively & courteously with all other departments to ensure a positive patient experience

Role Description We’re looking for passionate and empathetic people to join our Call center. Our Techs are responsible for all the pre-exam elements of the patient visit. This includes gathering and documenting patient information and history and conducting routine and ancillary patient testing. You’ll play a vital role in the patients experience with OCLI and in helping our Dr’s to diagnose and treat eye disorders. - Provides the highest level of customer service to patients and incoming callers via telephone. - Answer 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. - Maintain accurate records by verifying/obtaining patient demographic & insurance information and entering into the practice management system. - Forward calls to appropriate practice/department for additional follow-up, information or resolution. - Document and enter messages into practice management system and distribute to appropriate practice/department with proper information conveyed in an efficient manner. - Answer inquiries by researching, locating, and providing relevant information. - Maintain patient privacy by adhering to all applicable HIPAA regulations. - Promptly address inbound email inquiries and requests from patients and others regarding services and information about OCLI as assigned by manager. - Handle making outbound calls to schedule patients upon request. - Work collaboratively & courteously with all other departments to ensure a positive patient experience. - Perform various administrative functions and other duties/projects as assigned. Qualifications - Spanish Speaking Preferred, but not required. - Previous customer service experience – Able to manage difficult or emotional customer situations. - Ability to focus on solving conflict, not blaming, and maintain confidentiality. - Must be proficient in relevant computer applications (MS Word, Excel, PowerPoint, Google Suite, etc.) as well as data entry/typing & computerized scheduling systems (EMR/EHR). - Prior inbound/outbound call center and telephone experience preferred. - 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. - Experience working with the public & demonstrate strong communication & customer service skills. - Previous medical practice experience and/or a general knowledge of current ophthalmology practices, concepts and procedures is preferred. Benefits - Medical, dental and vision coverage. - Matching 401K. - Generous PTO.