Premium Services Specialists

Premium Service Specialist

At Community Eye Care Specialists our mission is to provide our patients with the highest level of quality care and we treat them like members of our family because they are. We serve the Northern PA and the Southern NY area with office locations in Warren, Dunkirk, Olean, Seneca, and Jamestown. Our mission is simple as we are helping people see!

Position Summary

The Premium Service Specialist primary focus of this position is to convert potential patients into scheduled appointments for cataract, LASIK and Dry Eye evaluations, as well as pre-educating them on their available options. This role requires a combination of excellent communication skills, a solid understanding of eye care procedures, and a proactive approach to patient engagement.

Responsibilities

• Accept inbound calls and internal transfers of patients requesting additional information of our cataract, LASIK, and Dry Eye evaluations and procedures. Prior or after scheduling an evaluation.
• Initiate outbound calls to prospective patients who have expressed interest in cataract, LASIK and Dry Eye evaluations to schedule an evaluation.
• Provide detailed information on cataract, LASIK and Dry Eye procedures, including benefits, risks, and recovery processes.
• Pre-educate patients on their options, helping them understand the differences between premium services and surgeries and what they can expect from each.
• Answer patient inquiries and address any concerns or hesitations they may have about scheduling evaluations.
• Utilize persuasive communication techniques to encourage patients to schedule their evaluations.
• Maintain accurate records of patient interactions and scheduled appointments in the contact center database.
• Collaborate with the clinical team to ensure a seamless transition from initial contact to evaluation appointment.
• Follow up with patients who have scheduled evaluations to confirm appointments and provide any additional information needed.
• Stay updated on the latest developments in cataract, LASIK and Dry Eye procedures to provide patients with current and accurate information.

Qualifications

• High School or GED required. Associate degree or related healthcare certification preferred.
• Previous experience in a contact center, telemarketing, or customer service role, ideally in a healthcare setting.
• Previous Ophthalmology/optometry experience a plus.
• Previous elective surgery sales experience a plus.
• Excellent verbal and written communication skills.
• Strong understanding of cataract and LASIK procedures.
• Ability to explain complex medical information in an easy-to-understand manner.
• Proven track record of meeting or exceeding performance targets.
• Empathetic and patient-centered approach to communication.
• Proficiency in using contact center software and patient management systems.
• Highly organized with strong attention to detail.
• Ability to work independently and as part of a team.

Company Benefits

We offer a competitive benefits package to our employees:

• Medical
• Dental
• Vision
• 401k w/ Match
• HSA/FSA
• Telemedicine
• Generous PTO Package

We also offer the following benefits for FREE:

• Employee Discounts and Perks
• Employee Assistance Program
• Group Life/AD&D
• Short Term Disability Insurance
• Long Term Disability Insurance

EyeSouth Partners is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.