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.