Customer Service Representative

Associated Retinal Consultants, P.C. - Novi, MI (30+ days ago)

Associated Retinal Consultants, P. C., is one of the largest retina sub-specialty practices in the United States with 20 physicians practicing cutting-edge medicine and research, in 16 locations across Michigan.

We offer competitive pay and, a generous benefit package, which includes employer-paid health insurance, and a substantial retirement package for full-time employees. Career development opportunities are available for qualified candidates.

We are seeking a full-time Customer Service Rep to staff our Central Scheduling / Call Center operations located at our Novi administrative office.

Purpose: The Customer Service Representative will answer calls for a busy, multiple-physicians’ office, scheduling patient appointments, answering questions, and responding to requests. The Customer Service Representative will also verify patient and insurance information; perform backup duties for Medical Office Specialists, as needed; and complete other tasks as assigned.

Key Duties/Responsibilities (may include but are not limited to):

  • Consistently provide excellent customer service, pleasantly greeting all callers, and communicating with callers and patients in a respectful and helpful manner.
  • Answer inbound calls in a call center setting within designated time frames, answer questions, and direct calls to appropriate person.
  • Schedule patient appointments accurately in Practice Management System and consistent with individual physician preference.
  • Gather appropriate patient information about medical complaints/concerns and document these accurately and concisely in communications to the physicians and/or office staff. Communications are prioritized appropriately.
  • Verify and accurately record patient demographic, insurance, and other information.
  • Work with team of co-workers in Call Center and the clinics to answer questions and maintain appropriate scheduling of patients.
  • Effectively perform individual share of the workload and actively engage in other assigned tasks during periods of low call volume.
  • On occasion, may provide backup to, and perform all duties of, Medical Office Specialists at ARC clinics, as needed.
  • Perform other clinical and administrative office functions, including those associated with support of satellite offices, as needed.


  • High school diploma or equivalent
  • Experience working in a medical office
  • Working knowledge of insurance carriers and their requirements, including prior authorization, preferred
  • Excellent phone etiquette, verbal communication, interpersonal, and customer service skills
  • Proficient keyboarding skills, working knowledge of database systems, and comfortable with the use of technology
  • Exceptional analytical and problem-solving skills
  • Demonstrated proficiency with Practice Management System following initial training period
  • Ability to perform as a team player

Work Schedule: Varies, but typically Monday through Friday with working hours ranging from 8:00 a.m. to 5:00 p.m. Potential for Saturday work hours depending on location. Work shift hours vary depending on employment status, but generally are 8 hours in length.

Physical Requirements:

  • Lift objects weighing up to 25 pounds
  • Sit for long periods of time
  • Occasionally stoop, kneel or crouch
  • Use hand and arms to reach for, grasp and manipulate objects

Tool/Personal Protective Equipment Requirements: N/A

Environment: Work usually takes place in clean, pleasant, and comfortable office settings.

Job Type: Full-time


  • Customer Service: 1 year
  • medical office: 1 year
  • insurance carrier requirements, including prior auths,: 1 year


  • High school or equivalent

Required work authorization:

  • United States

Work environment:

  • Call center