Job description

Call Center Representative

Would you like be a part of a whole new level of Concierge Healthcare? We are searching for individuals who can help us continue pursuing our goal of reaching prospective patients and transforming their lives. When you join KEI, you are joining a team of individuals with passion, conviction, and integrity whose mission is to be the platform of hope for our patients. Kovach Eye Institute’s mission is the relentless pursuit of providing the finest and most advanced vision correction and visual health available today along with a patient experience that is absolute World-Class. Fantastic compensation, full benefits package, advancement opportunity, and an exciting fast paced work environment are all included.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Kovach Eye Institute, the premier provider of ophthalmic care in Chicagoland, is seeking an experienced professional Call Center Representative for our centralized call center in Itasca, IL.

The Call Center Representative is responsible for facilitating a positive patient experience by handling a high volume of incoming calls within a fast-paced environment while delivering World-Class Customer Service.

• Answers up to 100+ inbound calls per day and greets patients immediately with world-class positivity, friendliness, passion and a service mindset. Patients are to feel they have received the best service they have ever experienced
• Conducts outbound calls to schedule appointments from referring optometrists or primary care physicians with a kind, professional demeanor
• Utilizes effective problem-solving skills to respectfully and efficiently de-escalate any dissatisfied patients
• Manages the coordination of booking patient appointments
• Accurately assesses the caller’s needs and responds using appropriate judgement to ensure resolution of the caller’s inquiry or issue or by escalating the call to practice managers, patient consultants or other departments as applicable
• Exhibits a high degree of personal integrity and sensitivity to private patient health information and by maintaining strict confidentiality.
• Possesses a collaborative team-oriented attitude

Competencies:

• Exceptional verbal and written communication skills in order to establish excellent rapport with our patients.
• Excellent interpersonal and customer service skills
• Ability to function independently and well in a high-paced and at times stressful environment.
• Ability to prioritize and handle a variety of tasks with proven flexibility

Travel required

• None

Required Education and Experience:

• 1 year of Call Center Experience
• Medical Industry Experience
• Strong computer and typing skills

Preferred Experience:

• Customer Service/Concierge experience
• Cash pay healthcare practice experience
• Ophthalmic/Optometric background
• Spanish or Polish Speaking
• EMR Experience

Hours/Schedule:

Monday – Friday 8:30am – 5:30pm

2 Saturday’s per month

Affirmative Action/EEO statement

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Job Type: Full-time

Benefits:

• Dental insurance
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off

Schedule:

• Monday to Friday
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• Customer Service: 2 years (Required)

Language:

• Polish or Spanish (Preferred)

Work Location: One location

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