Bilingual Call Center Representative

Headquartered in Atlanta, GA, EyeSouth Partners is an eye care physician services organization committed to partnering with leading physicians to build a premier network of eye care services in throughout the Southeast. EyeSouth’s partner practices’ clinical mission is to provide high quality medical and surgical specialty eye care. EyeSouth supports its affiliated practices and physician partners with capital, administrative resources, operating expertise, and strategic guidance with an absolute focus on clinical quality and a patient-first culture.

EyeSouth’s affiliate network consists of over 40 practices with 300+ doctors providing medical and surgical eye care services at over 175 clinic locations and 20+ ambulatory surgery centers throughout Georgia, Texas, Louisiana, Florida, Tennessee, Ohio, Kentucky, Alabama, Illinois, Pennsylvania, New York, North Carolina, and South Carolina. 

As a Corporate Call Center Representative, you will play a vital role in delivering high-quality service to our patients and ensuring their needs are met promptly and professionally. You will serve as the first point of contact for patients, referring doctor offices and pharmacies, assisting them with inquiries, appointments, medical information, and providing outstanding customer service.

• →Answer incoming calls from patients and address their inquiries, concerns, and requests in a courteous and empathetic manner.
• →Schedule, reschedule, and confirm appointments for patients across various ophthalmology sub-specialties.
• →Verify patient information and obtain necessary medical information to create a comprehensive medical advisory.
• →Update electronic health records (EHR) accurately and efficiently.
• →Provide accurate and detailed information about healthcare services, procedures, and insurance coverage to patients.
• →Advances medical knowledge to understand various diagnosis for efficient triaging and scheduling requirements.
• →Handle patient complaints, issues, and concerns professionally, aiming to resolve them to the patient's satisfaction.
• →Collaborate with external medical professionals such as referring Doctor offices and other internal departments to ensure seamless patient care coordination.
• →Maintain cohesive physician schedules for affiliated practices and locations.
• →Document call interactions and relevant patient information accurately in the call center software system.
• →Adhere to strict confidentiality standards and maintain patient privacy in accordance with HIPAA regulations.
• →Participate in ongoing training to stay updated on medical procedures, policies, and call center software.
• →Strive to achieve and exceed call center performance metrics, including call quality, first-call resolution, and patient satisfaction scores.
• →Handle high call volumes and manage multiple tasks simultaneously while maintaining a positive attitude.
• →Accurately and efficiently process and transfer calls as needed using a multi-line phone system

• Bilingual/fluent in English/Spanish required
• Prior medical experience is required
• Certified Ophthalmic Assistant (COA) or Certified Medical Assistant (CMA) strongly preferred 
• Triage experience preferred 
• High school diploma or equivalent; associate's degree or certification in healthcare administration is a plus.
• Previous experience in a call center, customer service, or healthcare setting is advantageous.
• Previous ophthalmology experience a plus.
• Strong communication skills, both verbal and written, with the ability to communicate complex medical information clearly.
• Empathy, compassion, and a customer-focused mindset when dealing with patients.
• Familiarity with medical terminology, healthcare procedures, and insurance concepts.
• Proficiency in using call center software, databases, and electronic health records (EHR) systems.
• Excellent multitasking skills and the ability to work under pressure.
• Strong problem-solving abilities to address patient inquiries effectively.
• Ability to maintain professionalism and composure during stressful situations.
• Understanding of HIPAA regulations and patient confidentiality.
• Positive attitude, adaptability, and a willingness to learn and grow in a dynamic healthcare environment.