Call Center Representative

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    "requisitionDescription": "<div><p>This position is often the first point of contact with Atlantic Vision Partners and plays an essential role creating a welcoming and creating a quality patient experience. &nbsp;Call Center Associates play an essential role in accommodating patient, provider, and staff needs by scheduling appointments timely and efficiently.</p><p><br></p><p><strong>ESSENTIAL FUNCTIONS:</strong></p><p>1.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Acute focus to manage and maintain the scheduling templates.</p><p>2.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Forecasting potential schedule conflicts and proactively communicating with the Practice Manager to minimize inefficiency and/or a poor patient experience.</p><p>3.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Answers and manages large amounts of incoming patient and provider calls professionally and effectively.</p><p>4.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Documents call details clearly and concisely in alignment with AVP standards</p><p>5.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Enters patient data into registration and medical records systems.</p><p>6.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Obtains necessary information from patients, physicians, and/or staff to identify prerequisites and time requirements for scheduling specific appointments.</p><p>7.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Schedules patient initial and follow up appointments ensuring efficient use of provider time and the appropriate care for patients</p><p>8.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Communicates scheduling changes to patients, staff, physicians and patient representatives in a timely and professional manner.</p><p>9.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Modifies the schedule to accommodate emergency situations.</p><p>10.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Provides patients with pre-service instructions and confirms appointment details</p><p>11.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Investigate and direct patient inquiries to appropriate medical staff members and follow up to ensure satisfactory resolution</p><p>12.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Collect and report data on topics such as patient encounters and inter-organizational problems, making recommendations for change when appropriate</p><p>13.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Makes initial contact with cold call referrals</p><p>14.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Conducts annual exam reminder calls</p><p>15.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Exercises utmost diplomacy and tact to provide excellent customer service for patients</p><p>16.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Initiate and maintain strong communication between Clinic Lead and Practice Manager, ensuring tactful solutions are created and implemented that benefit the overall clinic flow and patient experience.</p><p>17.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Practices confidentiality and privacy protocols in all activities in compliance with AVP policies and HIPAA requirements.</p><p>18.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Completes other functions as requested by management</p><p><br></p><p><strong>SKILLS AND ABILITIES:</strong></p><p>1.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Strong communication and out-going, positive interpersonal skills.</p><p>2.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Problem-solving and analytical skills.</p><p>3.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Attention to detail.</p><p>4.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Ability to retain information and work with minimal supervision, after training</p><p>5.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Empathetic personality with attention to patient&rsquo;s needs.</p><p>6.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Strong organizational skills with attention to detail; ability to prioritize tasks.</p><p>7.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Ability to work as a team member and uphold organizational standards and values.</p><p>8.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Demonstrated computer literacy.</p><p><br></p><p><strong>REQUIRED COMPETENCIES</strong></p><p>1.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Excellent judgment, dependability, and conscientiousness.</p><p>2.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Demonstrated high ethical standards and integrity.</p><p>3.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Demonstrated accuracy and thoroughness; monitors own work to ensure quality.</p><p>4.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Customer and patient service orientation: prompt response to patient needs and ability to manage difficult or emotional customer situations with tact, empathy and diplomacy</p><p>5.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Professionalism: displays positive outlook and pleasant manner, does not instigate or participate in office gossip or negativity, keeps commitments, dresses appropriately and is well groomed.</p><p>6.<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Ability to work cooperatively in group situations; offer assistance and support to coworkers, actively resolves conflicts, inspires trust of others, and treats patients and coworkers with respect.</p><p><br></p><p><strong>EDUCATION AND EXPERIENCE</strong></p><p>Minimum of high school education or GED. One year office experience, medical or ophthalmology preferred. Medical terminology helpful. Certificate(s) in medical office administration or similar is bonus. Ability to become quickly proficient on various computer and electronic health record systems.</p><p><br></p><p>Job Details &amp; Benefits</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Seeking full-time applicants</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>Full-Time employees are eligible for:</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp;&nbsp;</span>&nbsp; &nbsp; &nbsp; &nbsp; Medical, Dental, and 401(k) through the company&nbsp;</p><p>&bull;<span style=\"white-space:pre;\">&nbsp; &nbsp; &nbsp; &nbsp; &nbsp;  &nbsp;</span>Generous PTO plans and paid holidays&nbsp;</p><p><br></p></div>\n",
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