Customer Service Representative - Scheduling (Medical Account)

We are seeking a dedicated and customer-focused individual to join our team as a Call Center Agent supporting healthcare eye-care appointment scheduling campaign, that will assist patients with scheduling and appointment-related inquiries, including triaging calls to ensure patients are directed to the appropriate appointment type or service. The agent will also perform HIPAA verification to protect patient privacy. Responsibilities include delivering accurate information, providing exceptional customer service, and achieving key performance targets such as Quality Assurance (QA) scores, Average Handle Time (AHT), schedule adherence, and overall productivity.

Key Responsibilities
• Handle inbound calls from patients regarding appointment inquiries and scheduling, insurance acceptance, and general support.
• Make outbound calls to patients to schedule new exams or reschedule appointments that have been bumped.
• Triaging calls to ensure patients are directed to the appropriate appointment type, service, or insurance-related support when needed.
• Perform HIPAA verification to ensure patient privacy and data security.
• Identify whether a patient’s insurance is accepted by the doctor or facility and communicate eligibility requirements clearly.
• Explain common insurance terminology—such as deductibles, copays, coinsurance, and out-of-pocket maximums (OOP)in a clear and patient-friendly way.
• Deliver accurate, clear, and timely information to patients.
• Provide exceptional customer service and patient support.
• Achieve key performance targets, including Quality Assurance (QA) scores, Average Handle Time (AHT), schedule adherence, and overall productivity.

Requirements

• 6 months+ of call center experience (healthcare and insurance experience preferred).
• Excellent attention to detail.
• Strong verbal and written communication
• 6 months+ of call center experience (healthcare and insurance experience
preferred).
• Excellent attention to detail.
• Strong verbal and written communication skills.
• Ability to multitask and handle high call volumes efficiently.
• Proficiency with scheduling systems and basic computer applications.
• Strong problem-solving and decision-making skills.
• Customer-focused mindset with empathy and professionalism.
• Ability to follow HIPAA and organizational compliance guideline
cation skills.
• Ability to multitask and handle high call volumes efficiently.
• Proficiency with scheduling systems and basic computer applications.
• Strong problem-solving and decision-making skills.
• Customer-focused mindset with empathy and professionalism.
• Ability to follow HIPAA and organizational compliance guideline

Training Requirement
• Complete 6 weeks of training: o 4 weeks product training + 2 weeks nesting/on-the-job practice, including call handling.
• Achieve a minimum score of 85% on training assessments.
• Demonstrate mastery of systems, workflows, and medical program standards before certification for production

Benefits

Work Environment: What to expect?
• On-site role in, supporting U.S. operational hours.
• Fast-paced environment requiring attention to detail, urgency, and consistent follow-through.