What are the responsibilities and job description for the Call Center Scheduling Specialist position at EYE SPECIALISTS OF MID FLORIDA PA?
Job Description
Job Description
Job description / Call Center Scheduling Specialist
Job description
The Call Center Scheduling Specialist is responsible for answering incoming calls and triage in a timely and efficient manner according to practice protocols. The Scheduling Specialist properly routes and transcribes messages appropriately and schedules patient visits according to physician templates. The Scheduling Specialist should have an excellent knowledge of the practice management scheduling software.
MINIMUM QUALIFICATIONS
EDUCATION AND EXPERIENCE
- High school diploma or GED required
- One year of experience as a Switchboard Operator in a medical office setting preferred
- Experience in ophthalmology preferred
ESSENTIAL SKILLS AND ABILITIES
DUTIES AND RESPONSIBILITIES
1. Gain a complete hands-on working knowledge of relevant appointment software
2. Answer the telephone by the third ring according to practice protocols
3. Maintain average wait time for each call to 30 seconds or less
4. Properly triage all incoming calls to the appropriate parties in a timely manner according to practice protocols
5. Accurately transfer messages to the appropriate parties
6. Maintain proper documentation
7. Consistently demonstrate a high level of customer service with patients, referral sources and other parties that call the office
8. Schedule patient appointments according to physician template and insurance needs
9. Properly cancel appointments as needed
10. Process the mail according to the practice protocols
11. Handle all aspects of the patient recall processes according to the practice protocols
12. Handle any patient or referral provider complaints with a high level of customer service
13. Maintain proper standards of productivity as defined by the Call Center Captain
14. Professional and Personal Development / Goals and Objectives
a. Exhibit professional demeanor with a positive attitude at all times when representing the practice
b. Must attend all in-service and webinar training as directed by the Call Center Captain
c. Set goals and objectives for professional growth. Review and revise goals on an ongoing basis
15. Customer Service
a. Support the practice core values and mission statement to develop, enhance and promote quality customer service through team effort
b. Exhibit flexibility, sensitivity and respect while maintaining an effective working relationship with all team members
16. Maintain practice confidentiality, follow HIPAA & OSHA guidelines and the rules and regulations of the practice as documented
17. Perform other duties as assigned
Job Type : Full-Time
Benefits :Medical specialties :
Schedule :
Ability to commute / relocate :
