Job Description
Job descriptionFull-time | Hourly | Weekdays 8 hours | Weekends with noticeSupervisor: Corporate Scheduling and Customer Care LeadWork Location:In-Office Vaughan locationStarting Pay rate: $18.00 hourly. Commensurate with performance & experience.KPI’s:· Achieve targeted metrics related to Calls / email / faxes· Inquiry wait time· Inquiry escalation and risk measures i.e. number of complaints, errorsJob Summary:The Customer Care Representative is responsible for the daily incoming and outgoing communications of the Call Center.The Customer Care Representative shall ensure that calls, emails, and faxes are responded to within an agreed timeframe and in an appropriate manner.Duties and Responsibilities:Customer Care· Manage and resolve patient queries and complaints by providing prompt and professional responses to patients and caregivers authorized on the patient’s behalf· Handle external hospital and referring MD’s inquiries· Ensure accurate uploading of medical documents, when needed· Ensure that all patient interactions are dealt with confidentially and any confidential paperwork is dealt with in accordance with practice protocolIncoming Calls· Schedule appointments for patients by attending to incoming calls· Check emails/voicemails daily· Answer telephone and emails promptly and in a polite and professional manner· Direct calls to other departments as needed.Demographic Data· Schedule appointment accurately and appropriately — review appointment date, time, location, and physician name· Handle patient inquiries and questions via email, fax· Ensure and verify accuracy of informationWorking conditions:· Computer use, sitting, screen use for extended periods· (incoming calls) continuous speaking, listeningRequirements· Minimum of 3-5 years of related experience and knowledge· Demonstrated experience analyzing and resolving customer service and client issues· Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.· Decisiveness and attention to detail· Proficiency with necessary technology, including computers, software applications, phone systems, etc.· Excellent typing speed with minimal errors· Excellent organizational and time-management skills· Alignment with company valuesEqual opportunityUptown Eye Group is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive environment for all.Job Types: Full-time, Fixed term contractContract length: 12 monthsSalary: From $18.00 per hourExpected hours: 30 – 44 per weekBenefits:Dental careExtended health careOn-site parkingPaid time offVision careSchedule:8 hour shiftDay shiftMonday to FridayWeekends as neededAbility to commute/relocate:Concord, ON L4K 2Z5: reliably commute or plan to relocate before starting work (required)Education:Secondary School (preferred)Experience:related customer care: 3 years (preferred)Work Location: In person