Customer Resolution Specialist

• Schedules, coordinates, and reschedules patient Urgent and Emergent appointments in a timely manner.
• Works to complete all tasks, given from Contact Center by end of every day.
• Works closely with patients, clinics, and co-workers.
• Verifies necessary information in the medical record.
• Updates profiles on all patients.
• Maintains and updates current information on physician schedules, ensuring patients are scheduled properly.
• Provides assistance in the scheduling when short staffed.
• Screen calls for clinics, provides information to patients and clinics.
• Maintains strictest confidentiality.
• Following HIPAA guidelines.
• Performs special projects as assigned.
• Answers patient questions and provides information in a helpful manner.
• Maintains strictest confidentiality, following HIPAA guidelines.
• Utilizes all tools to verify insurances and continuous changes in this area.
• Shows respect and deals appropriately with co-workers and patients.
• Adheres to all policies, procedures, guidelines, and expectations set by the company and department.
• Provides quality customer service.
• Seeks clarification from Team Lead/Manager as needed.
• Performs special projects and all other duties as assigned by leadership/management.

• REQUIRED: High School Diploma or GED
• REQUIRED: Minimum of 3 years experience in Ophthalmology
• PREFERRED: 5+ years experience in Retina
• PREFERRED: Scribing and Procedure Tech knowledge 
• COA or COT is a plus
• Bilingual in Spanish highly preferred but not required
• Working knowledge of computers and phone systems.
• Call center and healthcare experience is preferred but not required.
• Possess the ability to express self orally and in writing with clarity, tact, respect, and professionalism.
• Computer and phone literate.
• Some weekend availability required.
• Strong organizational skills with attention to detail.
• Ability to maintain a high level of confidentiality (HIPAA guidelines and regulations) and professionalism
• Monday-Friday schedule, remote or Tempe-Call center location.

Your health, happiness and your future matters! At AVP, we offer everything from medical and dental insurance, significant eye care discounts, child care assistance, pet insurance, continuing education funds, 401(k), paid holidays, PTO, Sick Time, opportunity for growth, and much more!