SVA Medical Call Center Representative- Tallahassee Location IN PERSON, FULL-TIME

Southern Vitreoretinal Associates (SVA), is seeking a Medical Call Center Representative to join our Tallahassee, FL team. SVA is an Ophthalmology practice that specializes in retina care. We have six offices and six physicians. Under direction of the Front Office Manager, takes inbound calls for all six locations. The ideal candidate will thrive in a fast-paced environment, exhibit exceptional attention to detail, and demonstrate the ability to manage multiple priorities with urgency and accuracy. This position requires a compassionate individual who is committed to providing high-quality, customer-focused service while ensuring patient satisfaction. Responsible for answering incoming calls from patients and answering their questions. This position is also responsible for returning calls and reaching out to patients to schedule appointments, assist in the referral process, distributing incoming faxes to the appropriate recipients, and re-routing calls. Individual will also be responsible for assisting with front desk duties as necessary.

PRIMARY AREAS OF RESPONSIBILITIES: The duties identified below are the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned that align with the summary of this position.

1. Handle inbound and outbound calls from patients, scheduling appointments, confirming appointments, and providing information regarding clinic services.
2. Respond to patient inquiries with professionalism, offering accurate and clear information about our services, treatments, and office policies.
3. Maintain up-to-date knowledge of clinic procedures, policies, and protocols to ensure accurate information is relayed to patients.
4. Assist in resolving patient concerns in a timely and empathetic manner, directing issues to the appropriate department or provider when necessary.
5. Accurately enter patient data, scheduling information, and insurance details into the clinic’s management system.
6. Prioritize tasks effectively, managing multiple calls and requests simultaneously while maintaining a high level of quality and efficiency.
7. Ensure a compassionate and positive experience for patients, fostering strong relationships and trust with patients.
8. Work collaboratively with clinic staff and physicians to streamline communication and ensure seamless patient care.
9. Assist with administrative tasks as needed, including but not limited to verifying insurance information, processing patient forms, and handling patient follow-up calls.

1. Reviewing and distributing overnight administrative messages from patients and routing to the appropriate departments
2. Intake and scheduling of referrals
3. Answering patient inquires and concerns with compassion.
4. Fax office notes to referring physician offices when requested.
5. Monitor and reconciliation of referrals that are received through SHARE.
6. Monitor and distribute faxes.
7. Assist triage staff with contacting/scheduling patients who have left clinical messages.
8. Oversight of schedule changes
9. Demonstrate flexibility in adapting to changing workflows and procedures, ensuring that patients are always served with the utmost care and professionalism.

EXPECTATIONS:

1. Always maintains professionalism. This includes dependability, flexibility, customer care/service, and professional appearance.
2. Requires quality and detailed documentation of calls and patient information.
3. Must be able to travel to satellite clinics as needed.
4. Maintains knowledge of departmental protocol and demonstrates understanding of day-to-day tasks.

EDUCATION AND EXPERIENCE:

1. High School diploma or equivalent.
2. Previous call center experience, preferably in a healthcare of medical setting
3. Experience working with EMR/EHR systems.
4. Exceptional organizational skills, with the ability to handle multiple priorities in a fast-paced environment.
5. Strong attention to detail and accuracy in all tasks.
6. Excellent communication skills, both verbal and written.
7. Ability to handle confidential and sensitive information with discretion.
8. Compassionate, empathetic, and patient-focused approach to customer service.
9. Proficiency with office software and medical management systems preferred.
10. Ability to work well under pressure, maintaining a calm and professional demeanor.
11. Bilingual (Engli