Job Details

Contact Center Representative

Employment Type: Full-Time, Non-Exempt

Hours: 7:30am-5pm (Monday-Friday)

Practice: Spokane Eye Clinic, a PRISM Vision Group Partner Practice

Location: Spokane, WA

Compensation: $18.00 - $33.08 per hour, based on experience and qualifications

The Call Center Representative's responsibility is to handle inbound and/or outbound calls, provide exceptional customer service, and resolve inquiries efficiently

Role And Responsibilities

• Answer incoming calls and respond to customer inquiries in a professional and courteous manner.
• Make outbound calls to follow up with customers, conduct surveys, or provide information as needed.
• Provide accurate information regarding products, services, policies, and procedures.
• Handle and resolve customer complaints or escalate issues to the appropriate department.
• Maintain a positive and empathetic approach when dealing with customers.
• Schedule and accurately complete full registration for patients requesting appointments while adhering to policies and procedures regarding appointment scheduling and registration processes, performing these tasks accurately and with attention to detail to ensure the highest quality standards.
• Verification of insurance information, verification of benefits and insurance referral information.
• Adhere to HIPAA standards related to patient privacy and confidentiality.
• Notify appropriate parties of the appointment time, referral criteria, insurance verification, and prior authorization requirements.
• Identify customer needs and provide appropriate solutions.
• Work collaboratively with other departments to address customer concerns effectively.
• Meet or exceed key performance metrics, including call handling time, customer satisfaction, and resolution rates.
• Comply with company policies and standards.

Position Qualifications

Education: High School Graduate or General Education Degree (GED)

Experience: Prior call center or customer service or related experience

Knowledge/Skills/Abilities

• Excellent verbal and written communications skills in English. Bi-Lingual a plus.
• Must possess excellent, critical thinking, analytical, troubleshooting, problem resolution, and customer service skills.
• Excellent interpersonal skills and ability to work effectively with physicians, co-workers, other departments and patients of all ages, and from across a broad range of cultural and social economic backgrounds.
• Ability to work as an integral team member under minimal supervision, in a fast-paced, complex environment.
• Ability to show tolerance and sensitivity in stressful situations and safeguard confidential information in accordance with established policies and HIPAA regulations.
• Ability to handle multiple tasks while maintaining a high level of accuracy.
• Computer literate and ability to use multiple systems and acquire proficiency in multiple electronic systems.
• Proficient with Microsoft Office Suite

Work Environment: An office environment with a controlled atmosphere. Possible exposure to staff or patients with communicable diseases and blood borne pathogens.