Call Center Representative

Dakota Eye Institute is a group of professionals dedicated to providing an unprecedented level of care and responsive service to our patients.  We are committed to providing our staff with an excellent work environment, opportunities for self-development and growth, and recognition for hard work and commitment to Dakota Eye Institute. 

We are currently seeking a full-time call center representative to join our team! In this role, you play a vital role in maintaining effective communication functions over the phone for Dakota Eye Institute and ensuring individuals calling in to our practice are treated in a professional and courteous manner. The individual in this position is responsible for answering the telephone in a courteous and professional manner, directing calls to appropriate personnel, scheduling appointments, calling unconfirmed appointments, handling provider recalls, and working the waitlist.  Additional responsibilities include sending/managing tasks in the EHR system and monitoring other communication software.

Job Responsibilities

• Data Entry and Chart Administration
  • Schedules, reschedules, and cancels appointments as necessary following current scheduling protocols
  • Updates patient recalls as necessary
  • Inputs & updates patient demographic information
  • Inputs insurance information
  • Sends / Manages tasks in EHR system
  • Monitors messaging software
• Telephone and Greeting
  • Answers telephone calls promptly (two rings)
  • Addresses the caller’s concern
  • Directs all calls to appropriate personnel
  • Identifies emergency calls and directs to triage or schedules per protocol
• Financial Responsibilities
  • Obtains proper insurance information
  • Provides fee schedules and insurance information to patients
  • Notify our patient accounts department of a recently scheduled patient to run the pre-authorization if needed
  • Collects and inputs co-pays, refraction fees and any other known, non-covered or outstanding charges, when appropriate
• Meet call center productivity expectations
• Maintains adherence to company policies
• Performs other duties as require

Experience and Education

• High school diploma or equivalent
• Two years minimum experience in customer service
• Two years minimum experience working in a medical setting
• Passion for providing outstanding patient healthcare experience

Essential Skills and Abilities

• Ability to work effectively as part of a supportive and collaborative team
• Excellent skills and mannerisms in answering the telephone
• Proficient in managing multiple tasks simultaneously
• Demonstrates empathy and attentiveness to each patient's individual needs and concerns
• Excellent skills in documenting information and clear communication
• Familiarity with electronic health records and practice management systems is preferred
• Strong organizational and administrative abilities
• Exceptional time management and record-keeping skills
• Treats patients and co-workers with respect and professionalism
• Ability to maintain composure under pressure

Physical Requirements

• Ability to use technology such as the telephone, computer, and other related instruments or devices.
• Good vision and hearing are essential for accurately processing information and communicating with patients.
• Ability to sit at a desk for long periods of time to perform job responsibilities, up to 8 hours per day.

Benefits

• 401(k) with a generous employer contribution
• Health and Dental Insurance with employer premium contribution
• H.S.A. with an employer contribution
• Vision Benefits 
• Long Term Disability Insurance - Employer Paid 
• Paid Holidays
• Paid Time Away 
• And more!

This is a full-time job opportunity, approximately 40 hours per week. 

To apply for this opportunity, visit http://www.dakotaeye.com/about/job-openings and complete the job application on our website. If selected to move into our interview process, you will be invited to a one-way video interview to start with. Please monitor your personal email for application follow up correspondence!