Call Centre Associate

The Call Center Associate answers incoming calls from patients and referring doctors. The main responsibility is to get patients appointments scheduled efficiently and accurately. ESSENTIAL FUNCTIONS: To perform this job successfully, an individual must be able to perform each essential function satisfactorily with or without accommodation. The requirements listed below are representative, but not all inclusive, of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential job functions.1) Serve as the first point of contact for new patients and referring doctors needing to schedule and reschedule appointments2) Resolve caller needs including addressing complaints, providing direction, connecting patients with the clinics or doctors, etc.3) Meet the established call center associate metrics for quality, schedule adherence, hold times, call completion, productivity, and caller satisfaction

**REQUIRED**: High School education, GED or equivalent. Six months of Customer Service Experience.

KNOWLEDGE/SKILLS/ABILITIES/TALENTS:

- Ability to be courteous to fellow co-workers in person/over the phone
- Ability to have patience and empathy on the phone while speaking to patients
- Ability to respond to common inquiries from customers, staff, vendors, or other members of the community.
- Must address others professionally and respectfully by actions, words, and deeds.
- Detail oriented, organized, process focused, problem solver, self-motivated, proactive, customer service focused.
- Ability to multitask effectively and work in a fast paced and sometimes ambiguous environment, without compromising quality of work.
- Ability to prioritize tasks and projects with limited direction, while understanding and contributing to the success of the clinic.
- Ability to identify and escalate issues appropriately and professionally.

**WORK ENVIRONMENT**: The work environment characteristics described here are representative of those an employee encounter while performing the essential functions of this job.
- This is primarily an office classification. Temperature conditions are controlled with limited direct exposure to hazardous physical substances. The noise level in the work environment is usually low to moderate. There is occasional exposure to irate staff, vendors, or patients.
- While performing the duties of this job, the employee is regularly required to sit, stand, walk, handle, or feel, reach with hands and arms, see, talk, and hear. The employee will frequently lift and/or carry reports, records and other materials that typically weigh less than 20 pounds. The employee is occasionally required to stoop, kneel, bend, or crouch.
- Finger dexterity is needed to access, enter, and retrieve data using a computer keyboard, calculator, and other standard office equipment. All of the information contained herein reflect general details as necessary to describe the principal functions of this classification, the level of knowledge and skill typically required and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Management reserves the rights to add, modify, change, or rescind the duties and/or work assignments of all positions, without advanced notice, and to make reasonable accommodations so that qualified employees can perform the essential functions of the job. Not with standing any of the foregoing described job responsibilities, employee shall not engage in activities that constitute the practice of ophthalmology as prohibited under applicable law. Employee shall neither exercise control over nor interfere with the clinician-patient relationship. Clinicians shall have sole responsibility for all professional services provided to patients.

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Night shift

**Education**:

- Higher Secondary(12th Pass) (required)

**Experience**:

- Customer support: 1 year (required)

**Language**:

- English (required)

Work Location: In person