Job Description

Call Center Representative

Lucena City, Quezon, Philippines

About the Job

As a Call Center Representative, you will serve as a key liaison between our company and its current and potential patients. You will be responsible for handling both incoming and outgoing calls, ensuring that all customer interactions meet high standards of service and satisfaction. The role involves resolving patient issues, complaints, and inquiries while maintaining a positive and professional experience. Your goal is to ensure patient satisfaction and keep their needs at the core of every decision and behavior.

Essential Duties & Responsibilities

• Take patient calls and provide accurate, satisfactory answers to their queries and concerns.
• De-escalate situations involving dissatisfied patients, offering assistance and support.
• Collaborate with other call center professionals to enhance customer service.
• Assist in training new employees.
• Manage large volumes of inbound and outbound calls in a timely manner.
• Answer calls promptly and politely.
• Obtain and enter accurate demographic information into the CMS system.
• Record appointment start dates, set up meetings, and review appointment details such as date, time, location, and provider name with patients.
• Identify patient needs, clarify information, research issues, and provide reasonable solutions.
• Inform callers of necessary items to bring to appointments, including insurance cards, medications, and any office visit fees.
• Build sustainable relationships with patients and internal personnel.
• Meet and exceed personal and department objectives and performance metrics.
• Act as a liaison for patients, ensuring their needs are met with care and professionalism.

Education & Experience

• High School Diploma or equivalent required.
• Computer literate with experience using Monday.com.

Languages

• English (Mother Tongue)

Work Requirements

• 100 percent remote work-from-home
• Schedule: Monday to Friday, 8:00 AM to 4:00 PM Eastern Time
• Must have:
  • Personal computer and dual monitors
  • Quiet, professional workspace
  • Reliable high-speed internet
  • Backup power supply (if applicable)

If you thrive in a strategic, client-facing role and want to make a real impact on small businesses, we would love to hear from you.

Note: If you do not hear from us within two weeks of submitting your application, please consider your application unsuccessful at this time. We appreciate your interest in EyeCarePro.

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