About the position A career that changes lives. SightMD is a rapidly growing integrated ophthalmic provider group, extending the reach of exceptional eye care to patients across New York, New Jersey, Pennsylvania, Connecticut and Massachusetts. With over 127 eye care providers and the convenience of 60 locations, our commitment to delivering unparalleled services is at the heart of everything we do. As we embark on our mission, we are actively seeking teammates who are eager to contribute to our legacy of eye excellence, a tradition that spans more than 50 years. Position Summary: As the remote Contact Center Specialist, you will play a vital role in the level of service our patients receive by providing unparalleled customer service. Prior customer service experience is preferred, especially in a medical or healthcare call center environment, however we offer an extensive and thorough training program. You should be able to communicate professionally, be comfortable working in an office environment, be highly organized, have a strong customer service background, possess excellent computer and organizational skills, and embody a welcoming/friendly demeanor.

Responsibilities

• Handle a high volume of inbound calls from patients in a professional and positive manner, while driving exceptional, individualized customer service
• Answer inquiries by researching, locating, and providing relevant information; including any promotional or new product information when applicable
• Forward customer requests to appropriate departments when needed
• Maintain accurate records in the Patient Contact Center and Electronic Medical Records (EMR) databases by entering information timely and ensuring all files are up to date
• Document all call information according to standard operating procedures
• Maintain patient privacy according to HIPAA regulations
• Ensure a significant working knowledge and understanding of procedure, protocol, and office guidelines
• Handle outbound calls upon request
• Other duties as assigned and directed by your supervisor

Requirements

• Excellent written, verbal, and listening skills
• Prior experience in a Call Center or Customer Service environment
• Proficient in relevant computer applications (Word, Excel, PowerPoint, Google Suite, etc.); data entry and typing
• Working knowledge of customer service principles and practice, call center technology, and administration and clerical processes; sound decision making and organizational skills
• Excellent customer service skills and the ability to remain calm in stressful situations
• Must live in New York, New Jersey, Connecticut, Pennsylvania, or Massachusetts.

Nice-to-haves

• High School diploma or equivalent required; degree in communications or related field preferred

Benefits

• Remote position
• Medical/Prescription Drug Coverage
• Dental Insurance
• Vision Insurance
• Company Paid Term Life Insurance & Long-Term Disability
• Supplemental Insurance Benefits
• Employee Assistance Program (EAP)
• Retirement Plan - 401(k)
• Paid Time Off (PTO)
• Paid Holidays
• Career Development Programs