Call Centre Associate(International Voice Process)

The Call Center Associate answers incoming calls from patients and referring doctors. The mainresponsibility is to get patients appointments scheduled efficiently and accurately.

ESSENTIAL FUNCTIONS:To perform this job successfully, an individual must be able to perform each essential functionsatisfactorily with or without accommodation. The requirements listed below are representative, but notall inclusive, of the knowledge, skill, and/or ability required. Reasonable accommodations may be madeto enable qualified individuals with disabilities to perform the essential job functions.1) Serve as the first point of contact for new patients and referring doctors needing to schedule andreschedule appointments2) Resolve caller needs including addressing complaints, providing direction, connecting patientswith the clinics or doctors, etc.3) Meet the established call center associate metrics for quality, schedule adherence, hold times, callcompletion, productivity, and caller satisfactionREQUIRED: High School education, GED or equivalent. Six months of Customer Service Experience.DESIRABLE:

KNOWLEDGE/SKILLS/ABILITIES/TALENTS:

• Ability to be courteous to fellow co-workers in person/over the phone
• Ability to have patience and empathy on the phone while speaking to patients
• Ability to respond to common inquiries from customers, staff, vendors, or other members of the

community.

• Ability to draw valid conclusions, apply sound judgment in making decisions, and to make

decisions under pressure.

• Ability to interpret and apply policies and procedures.
• Must address others professionally and respectfully by actions, words, and deeds.
• Detail oriented, organized, process focused, problem solver, self-motivated, proactive, customer

service focused.

• Ability to multitask effectively and work in a fast paced and sometimes ambiguous environment,

without compromising quality of work.

• Ability to prioritize tasks and projects with limited direction, while understanding and contributing

to the success of the clinic.

• Ability to identify and escalate issues appropriately and professionally.

WORK ENVIRONMENT:The work environment characteristics described here are representative of those an employee encounterwhile performing the essential functions of this job.

• This is primarily an office classification. Temperature conditions are controlled with limited direct

exposure to hazardous physical substances. The noise level in the work environment is usually lowto moderate. There is occasional exposure to irate staff, vendors, or patients.

• While performing the duties of this job, the employee is regularly required to sit, stand, walk,

handle, or feel, reach with hands and arms, see, talk, and hear. The employee will frequently liftand/or carry reports, records and other materials that typically weigh less than 20 pounds. Theemployee is occasionally required to stoop, kneel, bend, or crouch.

• Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard,

calculator, and other standard office equipment.All of the information contained herein reflect general details as necessary to describe the principalfunctions of this classification, the level of knowledge and skill typically required and the scope ofresponsibility, but should not be considered an all-inclusive listing of work requirements. Managementreserves the rights to add, modify, change, or rescind the duties and/or work assignments of all positions,without advanced notice, and to make reasonable accommodations so that qualified employees canperform the essential functions of the job.Notwithstanding any of the foregoing described job responsibilities, employee shall not engage in activitiesthat constitute the practice of ophthalmology as prohibited under applicable law. Employee shall neitherexercise control over nor interfere with the clinician-patient relationship. Clinicians shall have soleresponsibility for all professional services provided to patients.