Call Center Agent - NVISION Eye Centers

NVISION® Eye Centers is the leading ophthalmology partner comprised of the nation’s leading providers of ophthalmic physician services. Based in Aliso Viejo, California, the Company operates over 50 locations (clinics and ASCs). We strive to delight our patients by providing unrivaled care and service that exceeds their expectations. We are The Eye Doctors’ #1 Choice®.

This position is responsible for ensuring the consistent delivery of customer service that exceeds expectations of our callers and our multiple center locations. This role will ensure company success by raising conversion rates from initial phone call to consultation. The ideal candidate will have a background in Ophthalmology and will be able to support calls oriented towards Ophthalmology.

• Answers telephone promptly in a polite and professional manner and exceeds patient satisfaction.
• Able to answer questions related to Ophthalmology and evaluate when to escalate up.
• Presents in a professional and educated manner to all customers, patients, and Dr.'s that call in.
• Places outbound telephone calls.
• Researches and resolves issues to ensure patient retention and satisfaction.
• Directs calls to other departments as needed.
• Use sound judgment in handling calls, especially with upset patients.
• Understanding of when to escalate calls to physicians/practice manager.
• Schedule appointments correctly – servicing multiple centers.
• Maintains knowledge of company products and customer service processes
• Ability to handle a Call Center environment: work quickly and multi-task.

• 2+ years experience in high volume call center preferred but willing to train the right person
• Ophthalmology experience
• Associates degree and/or other comparable degrees a plus
• Bilingual is a plus (English/Spanish)