Ophthalmic Call Center Representative

2 days ago

Cebu City, Central Visayas, Philippines Eli Global Phil. Resource Operation CTR I Full time ₱900,000 - ₱1,200,000 per year

Job Summary:

The Ophthalmic Call Center Representative serves as the first point of contact for patients reaching out to a busy, high-volume ophthalmology practice. This role plays a vital part in delivering positive patient experience by providing exceptional customer service over the phone, efficiently managing large call volumes, scheduling appointments, verifying and updating patient information, and ensuring seamless communication between patients, clinical staff, and administrative teams.

The ideal candidate is a polished and compassionate communicator who thrives in a fast-paced healthcare environment, demonstrates strong organizational skills, and maintains a consistent focus on patient care and service excellence.

Key Responsibilities

  • Answer and route a high volume of incoming calls courteously and efficiently
  • Schedule, reschedule, and confirm patient appointments in alignment with provider schedules and clinical protocols
  • Verify and update patient demographics, insurance details, and referral requirements
  • Provide clear and accurate information regarding office policies, services, and procedures
  • Triage calls appropriately to clinical staff for medical advice or urgent concerns
  • Document call details, patient inquiries, and messages in the electronic health record (EHR) system
  • Process prescription refill requests according to established procedures
  • Maintain patient confidentiality and adhere to HIPAA regulations
  • Collaborate with front desk and administrative teams to ensure continuity of care
  • Participate in ongoing training and contribute to process improvements

Qualifications

  • Previous experience in a healthcare or call center setting preferred; ophthalmology experience is a plus
  • Excellent verbal communication and customer service skills
  • Ability to multitask and remain accurate in a fast-paced environment
  • Proficient with computer systems; EHR and scheduling software experience is a plus
  • Detail-oriented, organized, and a strong team player
  • Must have a personal mobile phone for reliable communication and job-related updates.

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