Call Center Representative (Support Services)

Job Description

About Wheaton Eye Clinic

Founded over 80 years ago, the Wheaton Eye Clinic is a nationally recognized multi-subspecialty ophthalmology practice that spans the western suburbs of Chicago and is the largest independent ophthalmology clinic in the Midwest. We pride ourselves on serving the community both as a caring eye care provider and as a reputable employer. Our offices are located in Wheaton, Naperville, Hinsdale, Saint Charles, Bartlett, and Plainfield and an ophthalmology-specific ambulatory surgery center at the main office in Wheaton. We currently have 34 ophthalmologists and 6 optometrists in every ophthalmic subspecialty are highly respected in the region and have superb relationships with referring colleagues and health systems. Patients travel to Wheaton Eye Clinic from throughout Northern Illinois, as well as from across the United States. Our referring physicians locally, across the United States, and from many international countries, send their patients to Wheaton Eye Clinic because of its unwavering reputation for exceptional patient care. More than 170,000 patient visits occur each year. Our mission at Wheaton Eye Clinic is to provide comprehensive eye care services of the highest quality and value. This dedication to excellence is founded on how we strive to surpass each patient’s expectations in the delivery of competent, timely, and compassionate eye care.

The Support Services representative is responsible for providing exceptional patient service when working at the call center.

In the Call Center the Support Services Representative will answer and assist all incoming telephone calls, provide timely and accurate information and quality customer service to incoming patient inquiries, schedule appointments using a computerized scheduling system, resolve patient issues, and consistently meet or exceed patients' service expectations.

The Patient Services Representative will demonstrate initiative in accomplishing all Wheaton Eye goals, follow HIPAA guidelines for patient privacy and abide by all Wheaton Eye and departmental guidelines. Hours are: Monday, Tuesday and Friday 8-5, either Wednesday and Thursday 9:30-6:30 p.m. rotation and 2 Saturdays a month.

Primary Duties/Responsibilities:

Update patient demographics

Verify Insurance plan information

Appointment Scheduling for all/ or designated Ophthalmologists, Optometrists, and testing procedures.

Maintenance of bridge doctors’ schedule

Complete rescheduling of patients as received

Update demographic information on patient accounts

Process reminder call cancellations

Complete recall letters

Retrieve and complete Epic messages

Ensure no-show appointments are processed

Follow all HIPAA and Wheaton Eye guidelines regarding patient privacy

Perform other related duties as assigned

Education and Experience:

High School Diploma or Equivalent

Full Time Benefits:

Medical

Dental

Group Life and LTD

Paid Time Off

Paid Holidays

Clothing Allowance

Vision Care Benefits

Voluntary Benefit Offerings – Life, STD, Critical Illness, Accident

401k

EEO

Full-time