Coastal Vision Medical Group is a premier eye care provider serving the Inland Empire, Los Angeles, and Orange County. Our highly trained surgeons specialize in LASIK vision correction, cataract surgery, glaucoma treatment, and comprehensive ophthalmology services. Our mission is to provide the highest quality medical and surgical ophthalmic care utilizing the latest technology available.
Our Customer Care Center is seeking motivated individuals who thrive in a fast-paced, high-volume call center environment while delivering exceptional customer service to patients and physicians.
Position Summary
The Ophthalmology Call Center Representative is responsible for providing outstanding customer service to current and prospective patients while supporting scheduling, patient retention, and consultation coordination. The ideal candidate will possess excellent communication skills, professionalism, and the ability to build strong patient relationships in a fast-paced medical environment.
Essential Duties and Responsibilities
Core duties and responsibilities include, but are not limited to:
- Answer inbound calls from current and prospective patients in a courteous, professional, and customer-focused manner.
- Deliver exceptional customer service by addressing patient questions, concerns, and scheduling needs efficiently.
- Educate patients on available services, procedures, and appointment options.
- Support patient conversion efforts by helping prospective patients schedule consultations and evaluations.
- Conduct outbound calls to prospective patients regarding appointments, follow-ups, and inquiries.
- Build positive patient relationships to promote patient satisfaction and retention.
- Research and resolve patient concerns in a timely and professional manner.
- Process patient transactions and correspondence via telephone, email, and internet inquiries.
- Accurately enter and maintain patient information within company databases and EHR systems.
- Act as a liaison between patients, physicians, clinics, and internal departments.
- Maintain working knowledge of company services, customer service procedures, and scheduling protocols.
- Meet individual and team performance goals within a high-volume call center environment.
- Demonstrate professionalism, empathy, and strong communication skills during all patient interactions.
Qualifications
Qualified candidates should possess:
- Minimum post-secondary education required.
- 2–4 years of experience in customer service, call center, medical office, or healthcare environments preferred.
- Previous sales or patient conversion experience preferred.
- Excellent verbal and written communication skills.
- Strong customer service, multitasking, organizational, and time management abilities.
- Attention to detail with the ability to maintain accuracy in a fast-paced environment.
- Ability to work independently and collaboratively with a high degree of professionalism.
- Proficiency with standard office equipment and Windows-based software, including Microsoft Word, PowerPoint, databases, and spreadsheets.
Preferred Qualifications
- Bilingual (English/Spanish or English/Vietnamese) a plus.
- Knowledge of EHR systems preferred.
- Experience with Nextech software preferred.
- Previous ophthalmology experience preferred.
- Minimum typing speed of 60 WPM.
Job Type: Full-time
Pay: $19.00 - $22.00 per hour
Benefits:
- 401(k)
- Health insurance
- Paid time off
Work Location: In person
