Call Center Agent-Healthcare (CSR)

Job description

Call Center Agent (CSR) Healthcare Job Location: Fully Remote (California Residents Only) Position Type: Regular Full-Time, Direct Placement with Benefits Overview Our client is one of the largest ophthalmology providers in the U.S., with over ninety centers across six states including California, Oregon, Arizona, Texas, and Utah. An innovative leader in ophthalmology, they deliver an exceptional patient experience through advanced technology and a team of highly skilled, experienced surgeons-trusted by more than 3,000 referring eye doctors nationwide. We are seeking multiple call center agents to join the team! This position is responsible for ensuring the consistent delivery of a great patient experience that exceeds the expectations of our callers and our clinic locations. This role will ensure company success by raising conversion rates from the initial phone call to consultation, as well as the handling of all other call types with empathy and a patient-centric focus. You'll support patients across the organization's many locations nationwide, helping with everything from scheduling and rescheduling to prescription questions, post-procedure guidance, and connecting patients to the right level of care quickly and confidently. This is an on-site position with structured training to set you up for success from day one. Responsibilities • Answer telephone promptly in a polite and professional manner and exceed patient satisfaction. • Able to answer questions succinctly and professionally and evaluate when to escalate. • Ensure patients are booked for consultation during their first call. • Presents in a professional and educated manner to all customers, patients, and Dr.'s that call in. • Place outbound calls timely and with enthusiasm to assist • Research and resolve issues to ensure patient retention and satisfaction. • Use sound judgment and empathy in handling calls, especially with upset patients. • Schedule appointments correctly-servicing multiple centers. • Maintains knowledge of company products and customer service processes • Ability to handle a call center environment: work quickly and multitask. Qualifications • 2+ years of experience in a high-volume call center. • Ophthalmology experience would be helpful but not required. • Bilingual (English/Spanish) a plus. Why You'll Love It Here • Comprehensive, competitive benefits package including medical, dental, vision, vacation, PTO, sick leave, paid holidays, and 401k • Low turnover with long-tenured leaders grounded in developing their teams • Real opportunities for internal growth and advancement INDH