The successful candidate would be responsible for ensuring the consistent delivery of customer service that exceeds expectations of our callers and our multiple center locations. The qualified candidate will be able to accept ownership for effectively scheduling new patients, solving customer issues, resolving complaints and inquiries; and keeping customer satisfaction at the core of every decision and behavior. We are looking for an Inbound Customer Support Specialist that will be the first point of contact for our patients and our Optometrist network. If you’re looking to join a team that promotes and rewards top performers, where team members are supported and encouraged to be innovative and live our cores values, then we want to speak to you! You will be rewarded with competitive compensation, paid time off, paid holidays, medical, dental and vison coverage, company paid life insurance, short-term and long-term disability, 401(k) with company match and much more! Be our newest team member and part of a growing company built on a foundation of integrity, respect, cohesiveness and commitment.

Responsibilities & Essential Duties

• Schedule appointments by using predefined scripts and templates, document all interactions and provide a first call resolution experience


• Identify caller’s needs, clarify information, and assist the caller positively, professionally, and effectively


• Encouraging team member, offering courteous and understanding support in a customer centric environment


• Build sustainable relationships and engage callers by going the extra mile


• Actively work to improve knowledge and performance level


• Daily contributions to meet personal/team qualitative and quantitative goals


• Verifies and updates patient’s insurance and demographic information.

Requirements

• Previous experience in a customer support role, doctor’s office front desk or contact center


• Ability to operate computer to appropriately and accurately schedule, change, cancel, coordinate and confirm appointments.


• Track record of over-delivering on customer satisfaction


• Strong phone and verbal communication skills along with active listening


• Familiarity with medical terminology and practices


• Customer focus and adaptability to different personality types internal and external


• Ability to multi-task, set priorities and manage time effectively

Background and Education Requirements:

• Must possess a High School Diploma or GED


• Must have a clear criminal background and be able to pass a drug screen


• Must successfully complete all compliance related training