Job Description

Primary Purpose:

Under the general direction of the Intake Manager and pursuant to the department's P&P's, to ensure the efficient operations of the Intake Department including but not limited to: answering incoming calls, scheduling patient appointments, answering scheduling and insurance questions, addressing concerns or complaints of patients, verifying patients insurance, and making calls back to patients.

Primary Duties: (*=essential function; other functions assigned no asterisk)

To prioritize receiving incoming calls from patients, providers and ancillary staff from other care facilities
To promptly answer, prioritize and manage a large volume of calls daily, both inbound and outbound
To be aware and responsive of incoming calls, minimizing the risk of dropped or missed calls, while maximizing patient care
To demonstrate observable verbal and communication skills, including the ability to write or keyboard with few spelling errors and appropriate grammar
To demonstrate observable customer skills including but not limited to: active listening, managing stressful situations with empathy, de-escalation, patience, sound judgement and adaptability
To provide support to patients and staff by accurately scheduling appointments according to scheduling protocols, and directing calls and/or emails to the appropriate departments when voicemails are received
To demonstrate a basic knowledge base of Ophthalmology
To demonstrate intermediate skills in using Microsoft Windows applications
To demonstrate accuracy when obtaining and entering demographic information into our EMR system.
To demonstrate strong organizational skills To demonstrate analytical skills and provide valid input To consistently demonstrate the ability to work independently
To demonstrate punctuality daily when reporting to work as well as completing assigned tasks.
Other duties as assigned

Position Requirements:

Requires a High School diploma or equivalent Requires a minimum of 2 years customer service and/or call center experience. Requires intermediate software competency Microsoft Office Requires the ability to learn new programs quickly Requires typing rate of 45 wpm with minimal errors Requires strong written and oral communication skills Requires the ability to exhibit sound judgement when making decisions concerning patients and staff. Requires ability to manage multiple job assignments under vary degrees of pressure (usually from deadlines). Requires proven ability to work well in a team situation or any other role assigned Requires the individual to be highly focused on patient care and customer service. Requires exceptional interpersonal skills * Requires the ability to treat peers, superiors, subordinates, patients and all others with courtesy, professionalism and respect.