Delaware Eye Care Center is Searching for a Patient Focused, Energetic, Full Time, Call Center Representative for Our Governors Ave. Offices Located in Dover, DE. No late evenings, no major holidays or Sundays, a robust benefits package, a team-oriented working environment where you are seen, heard and respected as well as clear career ladder opportunities.

Our Top Candidates will have at least one year of previous call center or medical office front desk experience. We will also consider a candidate with a strong background in customer service-related positions.

Delaware Eye Care Center are dedicated to providing state-of-the-art, individually based, high quality, eye health care. Our doctors are board-certified, skilled ophthalmologists and optometrists that provide a range of services to help our patients attain the clearest vision possible. Our services cover a range of eye problems, including cataracts, glaucoma, retinal disorders, dry eye, and ocular injuries. We have the common goal of ascertaining the most appropriate care for any given patient, explaining the purpose of the treatment, and in initiating therapy in a courteous and compassionate manner, irrespective of age, gender, nationality, and race or payment program.

All of us at Delaware Eye Care Center are committed to inclusion and belonging. We believe today more than ever that creating an environment where everyone can bring their authentic selves to work and make it easy for others to do the same will benefit us all. It isn’t speaking the words, but starts with a culture of caring, listening and service. We would thoroughly enjoy meeting with you and discussing our employment opportunities.

The Call Center Representative will play a pivotal role in ensuring our patients receive top-notch service and assistance. You will be responsible for handling a wide range of inbound and outbound calls, addressing customer inquiries, resolving issues, and promoting our products or services. The ideal candidate is a strong communicator with excellent problem-solving skills and a passion for customer satisfaction.

Responsibilities:

• Answer incoming calls professionally and courteously and make outbound calls when necessary to assist customers with inquiries, issues, or product information
• Listen actively to patients' concerns, assess their needs, and provide effective solutions or guidance to resolve issues promptly and accurately
• Maintain a comprehensive understanding of our products, services, and policies to provide accurate information to patients
• Document all patient interactions accurately in the CRM system, ensuring that records are complete and up to date
• Follow established call center protocols and procedures to maintain the highest quality standards in patient care
• Collaborate with colleagues and team members to share best practices and ensure a cohesive and supportive work environment
• Participate in training sessions and keep up to date with industry trends and product knowledge to continuously improve your performance

Qualifications:

• High school diploma or equivalent; additional education is a plus
• Previous experience in customer service or call center roles is preferred but not required
• Knowledge of medical and vision insurance preferred
• Excellent verbal and written communication skills
• Strong problem-solving abilities and the ability to remain calm under pressure
• Adaptability and a willingness to learn and grow within the organization
• Experience with EMR/EHR and EPM, NextGen is preferred but not required

In Turn We Will Offer:

• Benefits to full time team members that include comprehensive medical, dental and optical coverage, 401K and short- and long-term disability
• Company paid life insurance
• Paid holidays and generous paid time off
• Paid parking where applicable
• Team oriented working environment where you are heard and respected
• Clear career ladder opportunities

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