Call Center Operator

Retina Consultants San Diego Opportunity

Retina Consultants San Diego is the oldest and most prestigious Retina practice in San Diego, with concierge-level patient care, high standards for professionalism and quality, advanced imaging modalities, heavy involvement in cutting-edge clinical trials, and exposure to advanced medical and surgical techniques. RCSD has offices throughout San Diego, with our home base in Poway and Satellite offices in La Jolla, Carlsbad, Coronado, and Kearny Mesa. We have four physicians who are leaders in their field and routinely lecture around the country and at national meetings. We are looking for an excellent candidate to join our team. Ideally, we would find a motivated candidate with a strong work ethic, empathetic towards patients, and high attention to detail. Candidates must work well with others and help us to always prioritize the patient experience.

• Maintains respectful attitude towards patients, RCSD leadership and peers.
• Coordinates appointments, schedules, reschedules, and cancel appointments using a computerized scheduling system.
• Works in collaboration with the Patient Care Coordinators.
• Scheduling new patient's appointments, registration of any new patient, mailing of New Patient Paperwork as needed.
• Experience with demographic entry and insurance verification.
• Assist with all messaging from the patient to the physician in a timely manner.
• Ensures Providers schedule templates are followed and patients are scheduled accordingly to the provider template.
• Responsible for monitoring providers schedules to ensure scheduling is accurate and/or providers has a full schedule, to monitored at least 3 days out
• Responsible for returning all voicemails left by patients on the Nextlevel voice phone portal. Reassigns voicemail to correct departments if voicemail left is not for scheduling department.
• Oversees phone tree call volume by extension.
• Assist manager with training of new personal.
• Ensures that calls are answered promptly, and patient issues and concerns are addressed in a timely manner.
• Stays up to date with Nextech reports as requested by the practice providers.
• Runs the following reports (i.e., No-Show reports, contact report, On-Call report, recall report)
• Mails out no-show letters, return appointment postcards.
• Contacts patient who has cancelled their appointment via the Promptly, ensures patients are cancelled from the schedule and reschedule if needed.
• Assist with answering of multiline telephone.
• Required to complete minimum of 40 to 50 calls per day to meet daily quota.
• Files/scans health related reports/information in appropriate sections of the electronic medical record system.
• Coordinates the release of medical information, verifies authorization, records incoming request, process request, and communicates with requestor.
• Assures that all medical records/health information is protected and kept confidential abide by HIPPA and other privacy regulations.
• Assist with all other shared office functions (i.e., mail, email, faxes, Promptly, New Patient referrals)
• Properly triage incoming phone calls regarding same day appointments and directs all calls and messages appropriately.
• Performs other duties as assigned.
• Participates in additional projects as needed.

We offer excellent candidates the following:

• Competitive salary.
• Paid vacation time.
• Year-end bonus.
• Paid Medical, Dental, Vision benefits
• 401K Contribution Match

Candidates must have the following:

• Experience working as a call center operator.
• Strong skills in using electronic health records (Nextech).
• High school diploma or GED.
• A desire to provide kind and compassionate customer service.
• Strong work ethic, professionalism, attention to detail, communication skills, and ability to work as a team.

Ideal candidates also have:

• Experience as a call center operator/receptionist in an Ophthalmology and/or Retina practice.
• Fluency in Spanish and English is a plus.

Job Type: This is a full-time position with hours from 8am-5pm, Monday through Friday.