Call Center Executive

Responsibilities:

• Scheduling, rescheduling, confirming, and managing patient appointments, often using Electronic Medical Record (EMR) or specialized hospital software.
• Answering inbound calls and emails to provide information about eye care services, procedures, and doctor schedules.
• Handling complaints, de-escalating patient concerns, and conducting patient experience surveys.
• Accurately recording patient details, inquiries, and complaints into the system.
• Verifying patient demographics, insurance information, and preparing correspondence.
• Collaborating with optometrists, ophthalmologists, and other clinical staff to ensure seamless patient care.
• Making outbound calls to patients to check on their well-being and satisfaction with services. 

Requirements:

• A Bachelor's Degree in Social Sciences, Humanities, or Health Information Management is generally required.
• A minimum of 2-5 years of experience in a similar role is typically required, with experience in a healthcare or medical call center setting being a major advantage.
• Exceptional verbal and written communication skills in English are essential, with fluency in local languages (e.g., Yoruba, Igbo, Hausa) often required.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint), and familiarity with EMR/hospital software.
• High level of empathy, patience, ability to work under pressure, attention to detail, and a customer-centric approach.
•  A basic understanding of medical or eye care terminology is highly beneficial.
• Understanding of patient confidentiality and data protection regulations (e.g., HIPAA). 

Key Performance Indicator:

• Ability to manage high-volume calls while navigating systems.
• Quick identification of patient issues and resolution.
• Ability to remain professional, calm, and supportive to patients, many of whom may be distressed due to vision issues.