Bilingual Medical Call Center Representative

COME JOIN OUR TEAM

At Empire Eye and Laser Center, we believe that every employee makes a difference. We look for the highest quality people to work together to deliver the highest quality eye care and aesthetic treatments.

Benefits:

Remote- Ability to work any 8 hr shift between the hours of 7am to 5pm PDT

Vision Insurance

Supplemental Insurance

Retirement with Employer Matching

8 Paid Holidays

Sick Time Off

Competitive Wages

Medical Call Center Representative

Position Summary

The Medical Call Center Representative delivers excellent customer and patient service while educating the patient. The ideal candidate would be an individual seeking to focus on customer care in the healthcare space.

Essential Functions

An individual must be able to perform each essential function satisfactorily with or without accommodation. The requirements listed below are representative, but not all inclusive, of the knowledge, skill, and/or ability required.

Responsibilities

• Identify patients’ needs, clarify information, and schedule appointments following office protocols (SOPs)
• Collect insurance information and verify eligibility, identify if PA is needed for visit
• Responsible for handling high volume of inbound and outbound calls, voicemails, and text message inquiries
• Responsible for assigned reschedules
• Responsible for utilizing the office waitlist to fill in appointment openings timely and efficiently
• Provides general Ophthalmic Triaging to identify urgency of patient’s needs
• Schedule patient appointments following office protocols (SOPs)
• Describe/Explain policies and procedures to new and established patients
• Providing patients with document instructions/expectations that pertain to their appointment as needed according to specific appointment type protocols
• Provide knowledgable and excellent customer care
• Identify and Refer callers to other departments as needed accurately
• Remain current on company Medical and Aesthetic procedures and protocols
• Process inbound medical records/referrals accurately and efficiently according to current protocols
• Request and attach medical records as needed for/to upcoming appointments
• Attend and participate in all staff and Call Center department meetings and trainings in person or virtually
• Any duties or projects as assigned by the Call Center Manager

Qualifications

• High school diploma or GED required
• Bilingual: Spanish required 
• At least one year medical scheduling experience 
• Previous experience working in a remote position preferred 

Knowledge/Skills/Abilities/Talents

• Knowledge of medical practice procedures and functions, preferred
• Knowledge of insurance and billing procedures including Medicare, Medicaid, preferred
• Knowledge of medical terminology, preferred
• Knowledge of ICD-9/10, CPT and HCPCS coding guidelines sufficient to accurately identify services that will be performed
• Basic mathematical skills
• Knowledge of medical records policies including state and federal compliance, preferred
• Proficient ability with telephone systems, computers, electronic medical records systems
• Attendance Reliability
• Ability to adapt easily to changing conditions and work responsibilities
• Ability to be detail oriented
• Ability to have effective, independent time management skills
• Ability to interpret, adapt and apply guidelines and procedures
• Ability to maintain strict confidentiality at all times
• Ability to work with a diverse population, demonstrating patience and professionalism
• Ability to work a varying work schedule, some evenings and/or weekends may be required
• Must be a team player with a positive attitude
• Ability and desire to represent the clinic in a professional manner
• Position requires sympathy, tact and understanding in dealing with patients, physicians, and coworkers
• Ability to adjust to various personalities
• Ability to work with and without supervision and perform a variety of routine tasks efficiently
• Must have excellent time management skills
• Willingness to accept responsibility for established procedures
• Ability to work with a diverse population, demonstrating patience and professionalism
• Ability to work a varying work schedule, some evenings and/or weekends may be required
• Ability to work as part of a team and collaborate with co-workers
• Ability to attend all scheduled meetings in person at location or virtually, whichever is required
• Ability to have a dedicated, separate area for work, free from distractions and unaccessible by any family members or individuals that may live within the household since individual will be dealing with protected health information (PHI)

Physical Demands

• Regularly required to sit, stand, walk, speak and hear
• Sufficient hand dexterity to use a computer keyboard and be capable of reading a computer screen
• Occasionally lift and/or move up to 20 pounds

Reports to

• Remote Call Center Manager

Classification

• Full-Time, hourly, Remote Set Up

Empire Management Group, Inc. is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

Applicants will be required to pass a post offer background check.