Call Center Representative

Since 1990, Eye Center of Texas (ECT) is dedicated to treating all medical eye care needs. We provide a full spectrum of services, from advanced diagnosis to treatment and surgery. We treat eye diseases such as retinal macular degeneration, glaucoma, dry eye, diabetic retinopathy, and ocular oncology.

It is our goal always to provide outstanding medical and surgical eye care in a caring and comfortable environment using the safest, most advanced technology that allows our doctors to personalize a treatment that is just right for our patient's eyes. We are staffed with outstanding LASIK and cataract surgery doctors, ranked in the top 5 of the nation for number cases with LenSx laser, and in the top 10 ReSTOR surgeons in the country.

At Eye Center of Texas, you will find a highly trained team of specialists who contribute to the improvement of eye care for all people by promoting the cooperation among all our staff to provide the highest level of care to patients in a compassionate manner.

Eye Center of Texas (ECT) is affiliated with EyeSouth Partners, an eye care physician services organization committed to partnering with leading physicians to build a premier network of eye care services throughout the Southeast. EyeSouth’s affiliate network currently consists of over 135 doctors practicing at 70+ locations throughout Georgia, Florida, Tennessee, Alabama, Louisiana, and Texas. 

As a Call Center Representative, you will play a vital role in delivering high-quality service to our patients and ensuring their needs are met promptly and professionally. You will serve as the first point of contact for patients, referring doctor offices and pharmacies, assisting them with inquiries, appointments, medical information, and providing outstanding customer service.

• Answer incoming calls from patients and address their inquiries, concerns, and requests in a courteous and empathetic manner.
• Schedule, reschedule, and confirm appointments for patients across various ophthalmology sub-specialties.
• Verify patient information and obtain necessary medical information to create a comprehensive medical advisory.
• Update electronic health records (EHR) accurately and efficiently.
• Provide accurate and detailed information about healthcare services, procedures, and insurance coverage to patients.
• Advances medical knowledge to understand various diagnosis for efficient triaging and scheduling requirements.
• Handle patient complaints, issues, and concerns professionally, aiming to resolve them to the patient's satisfaction.
• Collaborate with external medical professionals such as referring Doctor offices and other internal departments to ensure seamless patient care coordination.
• Maintain cohesive physician schedules for affiliated practices and locations.
• Document call interactions and relevant patient information accurately in the call center software system.
• Adhere to strict confidentiality standards and maintain patient privacy in accordance with HIPAA regulations.
• Participate in ongoing training to stay updated on medical procedures, policies, and call center software.
• Strive to achieve and exceed call center performance metrics, including call quality, first-call resolution, and patient satisfaction scores.
• Handle high call volumes and manage multiple tasks simultaneously while maintaining a positive attitude.
• Accurately and efficiently process and transfer calls as needed using a multi-line phone system

• High school diploma or equivalent; associate's degree or certification in healthcare administration is a plus.
• Previous experience in a call center, customer service, or healthcare setting is advantageous.
• Previous ophthalmology experience a plus.
• Strong communication skills, both verbal and written, with the ability to communicate complex medical information clearly.
• Empathy, compassion, and a customer-focused mindset when dealing with patients.
• Familiarity with medical terminology, healthcare procedures, and insurance concepts.
• Proficiency in using call center software, databases, and electronic health records (EHR) systems.
• Excellent multitasking skills and the ability to work under pressure.
• Strong problem-solving abilities to address patient inquiries effectively.
• Ability to maintain professionalism and composure during stressful situations.
• Understanding of HIPAA regulations and patient confidentiality.
• Positive attitude, adaptability, and a willingness to learn and grow in a dynamic healthcare environment.

We offer a competitive benefits package to our employees:

• Medical
• Dental
• Vision
• 401k w/ Match
• HSA/FSA
• Telemedicine
• Generous PTO Package

We also offer the following benefits for FREE:

• Employee Discounts and Perks
• Employee Assistance Program
• Group Life/AD&D
• Short Term Disability Insurance
• Long Term Disability Insurance

EyeSouth Partners is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.