Call Center Agent

Overview

NVISION® Eye Centers is one of the largest ophthalmology providers in the U.S., with over 100 centers across five states including California, Oregon, Arizona, Texas, and Utah. An innovative leader in ophthalmology, we provide the best patient experience through the use of the latest technology and treatment by the most talented and experienced surgeons in the industry. With more than 3,000 eye doctors referring their patients and trusting their own eyes to NVISION surgeons, NVISION Eye Centers is the Eye Doctors’ #1 Choice®.

 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 initial phone call to consultation as well as the handling of all other call types with empathy and a patient centric focus.

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 to NVISION.
• 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 multi-task. 

Qualifications

• 2+ years of experience in high volume call center preferred but willing to train the right person 
• Ophthalmology experience would be helpful but not required.
• Bilingual is a plus (English/Spanish) 

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Originally posted on Himalayas