Call Center Representative

Job Description

Job Description

JOB DESCRIPTION

Midwest Vision Partners is seeking a Patient Intake and Communications Representative to serve as the liaison between Midwest Vision Partners and our current and potential patients. In this role, you will be responsible for the accurate, timely, and efficient scheduling and triaging of all Midwest Vision Partners subsidiaries and sites. The successful candidate demonstrates high attention to detail and an ability to utilize excellent probing and call listening skills to address and resolve patient needs. You will provide excellent customer service and a high level of reliability to ensure we are delivering the highest possible quality service in a positive, professional manner.

Michigan Based only

Vision is a precious gift. Midwest Vision Partners (MVP) is focused on improving and preserving it for as many patients as possible by cultivating a network of world-class ophthalmologists and optometrists who provide exceptional, patient-centered care. Headquartered in Chicago, MVP proudly supports prominent eye care professionals in 70+ locations across Ohio, Michigan, Pennsylvania, West Virginia, and Illinois, with over 140 physicians and 1,500 employees all focused on providing top-notch, customized results for each of our patients.

• Coordinate all physician schedules to ensure smooth appointment flow

• Call patients to reschedule appointments as needed

• Contact patients who may not have responded to reminder calls and assertively ensure appointments are rescheduled (telemarketing)

• Type and distribute weekly doctor schedules to all medical/surgical offices and staff

• Send information packets or mass mailings to patients and/or offices when requested

• Ensure appropriate documentation is provided in each patient record

• Assure incoming and outgoing clinical summaries and referrals are appropriately placed in the patient record

• Ensure referrals are received as necessary by doctor or insurance

• Triage calls properly to assure location doctor compliance

• Be willing and able to be on-site 2-3 times per month for training and continuous education

• Achieve Quality and NPS score requirements

• Comply with all organizational policies and procedures, including standard operating procedures and the Employee Handbook

• Meet Call Center Remote Work Technology requirements (see addendum)

• Perform various other duties as requested

Experience & Skills

• Minimum of 2 years of medical and/or clinical experience

• Strong ability to work independently with limited oversight post-training

• Excellent phone, verbal, and written communication skills, including active listening

• Customer-service experience

• Problem-solving and critical thinking skills

• Adaptability and assertiveness

• Ability to multitask and manage time effectively in a fast-paced environment

• Attention to detail

• Computer proficiency

Education

• High school diploma or equivalent

• Perseverance and excellent follow-through

• Strong customer-service mindset

Alpine Investors is a private equity firm with offices in San Francisco, New York City, and Salt Lake City. With over $16 billion in assets under management and a strong performance record, Alpine focuses on its PeopleFirst philosophy-investing in exceptional individuals to build enduring companies and deliver market-leading results.

The identification of Duties and Responsibilities does not display an exhaustive list of all duties that may be assigned to this position, nor does it restrict the related work that may be assigned to this position.