Call Center Scheduling Specialist in Winter Haven, Florida at Eye Specialists of Mid-Florida, P.A.

POSITION SUMMARY

The Call Center Scheduling Specialist is responsible for answering incoming calls and triaging 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.

Please note that this job description is not exhaustive, and additional duties may be assigned as needed.

MINIMUM QUALIFICATIONS

High school diploma or GED requiredAt least one (1) year of experience as a Switchboard Operator in a medical office setting preferredExperience in ophthalmology preferred

ESSENTIAL SKILLS AND ABILITIES

Answer calls in a friendly and enthusiastic mannerExcellent communication skills both verbal and writtenAbility to properly triage patient callsPossess proficient computer skillsExcellent phone skillsHands-on working knowledge of the practice’s phone systemProblem solves effectively and efficientlyDetailed orientedTeam playerSelf-directed, highly motivated, able to multi-task, work under pressure in a fast-paced environmentExceptional interpersonal skillsPossess a caring, patient and friendly attitudeObtain a complete working knowledge of all ophthalmic terminology

DUTIES AND RESPONSIBILITIES

Gain a complete hands-on working knowledge of relevant appointment softwareAnswer the telephone by the third ring according to practice protocolsMaintain average wait time for each call to 30 seconds or lessProperly triage all incoming calls to the appropriate parties in a timely manner according to practice protocolsAccurately transfer messages to the appropriate partiesMaintain proper documentationConsistently demonstrate a high level of customer service with patients, referral sources, and other parties that call the officeSchedule patient appointments according to physician template and insurance needsProperly cancel appointments as neededProcess the mail according to the practice protocolsHandle all aspects of the patient recall processes according to the practice protocolsHandle any patient or referral provider complaints with a high level of customer serviceMaintain proper standards of productivity as defined by the Call Center CaptainProfessional and Personal Development/Goals and ObjectivesExhibit professional demeanor with a positive attitude at all times when representing the practiceMust attend all in-service and webinar training as directed by the Call Center CaptainSet goals and objectives for professional growthReview and revise goals on an ongoing basisProvide customer serviceSupport the practice core values and mission statement to develop, enhance, and promote quality customer service through team effortExhibit flexibility, sensitivity, and respect while maintaining an effective working relationship with all team membersMaintain practice confidentiality, follow HIPAA & OSHA guidelines and the rules and regulations of the practice as documentedPerform other duties as assigned

JOB TYPE

Full-time40 hours per week

WORK LOCATION

In PersonWinter Haven, FL

SUPERVISORY RESPONSIBILITIES

None

BENEFITS

401(k)401(k) MatchingAD&D InsuranceHealth InsuranceHealth Savings AccountDental InsuranceDisability InsuranceVision Benefits & Discounted ServicesEmployee Assistance ProgramEmployee DiscountLife InsuranceOpportunities for AdvancementPaid Time OffPaid TrainingProfessional Development AssistanceReferral Program

OTHER

This job description is intended only to describe the general nature and level of work performed. The Call Center Scheduling Specialist must be able to travel to various satellite locations as needed for work assignments. A valid Florida driver’s license is required. This job description is not intended nor should it be interpreted as an exhaustive list of all duties, skills and responsibilities. The Call Center Scheduling Specialist will perform all duties listed in this job description as well as any other assigned by the Manager and physicians. Overtime may be required.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT

Eye Specialists of Mid-Florida P.A. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are a drug and tobacco-free workplace.