Call Center Representative

The Call Center Representative position will be required to be on-site at our Waters location and is responsible for accurately gathering patient information, scheduling appointments based on patient needs, and serving as a key communication point between patients and the healthcare team. This role ensures efficient coordination of patient care while maintaining adherence to HIPAA and other regulatory standards.

Key Responsibilities:

· Accurately and efficiently record patient information.

· Schedule patient appointments based on physician templates and patient needs.

· Screen and question patients regarding their medical and ocular history.

· Receive and manage calls related to patient medical history.

· Answer medical questions clearly and politely, reviewing clinical charts when necessary.

· Escalate complex issues to the team leader or supervisor.

· Coordinate incoming patient referrals with providers and patients.

· Manage and transmit necessary documentation requested by providers or pharmacies.

· Maintain accurate records of patient contact in the Electronic Health System.

· Adhere to HIPAA regulations and ensure data security.

· Perform other duties as assigned.

Required Qualifications:

Education:

• High school diploma or GED certificate
• Training/courses in business  office activities

Experience:

• Two or more years of call center experience

Skills and Competencies:

• Strong written, interpersonal, and telephone communication skills in American English
• Cooperative attitude toward colleagues, management, and patients
• Ability to solve problems and make sound decisions
• Proficient in using Electronic Health Systems

Preferred Qualifications:

• Clinical experience in a healthcare environment