Customer Resolution Spec

Company Intro

At American Vision Partners (AVP) , we partner with the most respected ophthalmology practices in the country and integrate best-in-class management systems, operational infrastructure, and advanced technology to provide the highest quality patient care possible. Our practices include Barnet Dulaney Perkins Eye Center, Southwestern Eye Center, Retinal Consultants of Arizona, M&M Eye Institute, Abrams Eye Institute, Southwest Eye Institute, Aiello Eye Institute, Moretsky Cassidy Vision Correction, Wellish Vision Institute, West Texas Eye Associates and Vantage Eye Center. We are focused on building the nation’s largest and most comprehensive eye care practices and currently operate more than 100 eye care centers in Arizona, New Mexico, Nevada, California and Texas – including 25 ambulatory surgical centers. At AVP we value teamwork, providing exceptional experiences, continuous improvement, financial strength, and hard work. We are committed to providing best-in-class patient care, pioneering research and technology, and most importantly, rewarding and recognizing our employees!

Overview

As a Customer Resolution Specialist, you'll be responsible for scheduling patients for urgent and emergent appointments while remaining calm, supportive, and empathetic.

Responsibilities

• Schedules, coordinates, and reschedules patient Urgent and Emergent appointments in a timely manner. • Works to complete all task, tasked from Contact Center by end of every day. • Works closely with patients, clinics, and co-workers. • Verifies necessary information in the medical record. • Updates profiles on all patients. • Maintains and updates current information on physician schedules, ensuring patients are scheduled properly. • Provides assistance in the scheduling when short staffed. • Screen calls for clinics, provides information to patients and clinics. • Maintains strictest confidentiality. • Following HIPAA guidelines. • Performs special projects as assigned. • Answers patient questions and provides information in a helpful manner. • Maintains strictest confidentiality, following HIPAA guidelines. • Utilizes all tools to verify insurances and continuous changes in this area. • Shows respect and deals appropriately with co-workers and patients. • Adheres to all policies, procedures, guidelines, and expectations set by the company and department. • Provides quality customer service. • Seeks clarification from Team Lead/Manager as needed. • Performs special projects and all other duties as assigned by leadership/management.

Qualifications

• High School Diploma or GED • Bilingual in Spanish highly preferred but not required • Working knowledge of computers and phone systems. • Experience with staff development, queue monitoring, and departmental adherence to all policies, procedures, guidelines, and expectations. • Call center and healthcare experience is preferred but not required. • Possess the ability to express self orally and in writing with clarity, tact, respect, and professionalism. • In-office position. • Computer and phone literate. • Some weekend availability required. • Strong organizational skills with attention to detail. • Ability to lead others by example, being hands on, and being actively involved in department success. • Ability to maintain a high level of confidentiality (HIPAA guidelines and regulations) and professionalism