The Support Services representative is responsible for providing exceptional patient service when working at the call center.
In the Call Center the Support Services Representative will answer and assist all incoming telephone calls, provide timely and accurate information and quality customer service to incoming patient inquiries, schedule appointments using a computerized scheduling system, resolve patient issues, and consistently meet or exceed patients' service expectations.
The Call Center Representative will demonstrate initiative in accomplishing all Wheaton Eye goals, follow HIPAA guidelines for patient privacy and abide by all Wheaton Eye and departmental guidelines. Hours are: Monday, Tuesday and Friday 8-5, either Wednesday and Thursday 9:30-6:30 p.m. rotation and 2 Saturdays a month. After a successful 6 months, this role has the option of being remote.
Primary Duties/Responsibilities:
Update patient demographics
Verify Insurance plan information
Appointment Scheduling for all/ or designated Ophthalmologists, Optometrists, and testing procedures.
Maintenance of bridge doctors’ schedule
Complete rescheduling of patients as received
Update demographic information on patient accounts
Process reminder call cancellations
Complete recall letters
Retrieve and complete Epic messages
Ensure no-show appointments are processed
Follow all HIPAA and Wheaton Eye guidelines regarding patient privacy
Perform other related duties as assigned
Education and Experience:
-
High School Diploma or Equivalent
Full Time Benefits:
Medical
Dental
Group Life and LTD
Paid Time Off
Paid Holidays
Clothing Allowance
Vision Care Benefits
Voluntary Benefit Offerings – Life, STD, Critical Illness, Accident
401k
EEO
