Job Description

Customer Care Representative

Location:

Vaughan and Brampton

Company:

U Vision Group

Job Type:

Full-Time, Contract

Schedule:

Monday to Friday (Weekends with sufficient notice) - 8-hour shift

Reports to:

Customer Care Supervisor

About Us

U Vision Group (UVG) is a premier network of specialized eye care and cosmetic clinics, encompassing Uptown Eye Specialists, U Eye Laser Cosmetic, Dry Eye Institute, and U Optical. We are dedicated to innovation and excellence, empowering patients to see and look as good as they feel through advanced vision correction, dry eye treatments, and cosmetic eye procedures.

Job Overview

We are looking for a Customer Care Representative to join our team and provide outstanding service to our patients. This role is responsible for managing patient and doctor inquiries, scheduling appointments, and ensuring seamless communication within the Call Center. The ideal candidate is a strong communicator, highly organized, and dedicated to providing a positive patient experience.

Key Responsibilities

Schedule patient appointments via phone and email, ensuring alignment with MD templates. Perform pre-surgery reminder calls to confirm time, location, eye procedure, and post-op instructions. Triage urgent bookings appropriately and ensure timely responses to all patient inquiries. Handle patient inquiries via phone calls, emails, voicemails, and EMR messages in a professional and courteous manner. Resolve complaints efficiently and escalate issues to the Customer Care Supervisor when necessary. Coordinate with external hospitals and referring physicians for appointment scheduling. Ensure accurate uploading and management of medical documents within the system. Maintain strict confidentiality and compliance with company policies regarding patient information. Perform daily checks of emails and voicemails to ensure all inquiries are addressed.

Key Performance Indicators (KPIs)

Inquiries from patients and doctors are resolved within 48 hours. Patient information and documentation are up-to-date and accurately maintained. Patients receive complete and timely communication regarding appointment details and any changes.

Qualifications

Bachelor's degree in healthcare or a related field preferred. 1-2 years of experience in customer service or a healthcare-related role. Knowledge of medical terminology and experience using EMR systems (e.g., Oscar) is an asset. Strong interpersonal, customer service, and problem-solving skills. Ability to work independently and collaboratively in a fast-paced environment. Excellent verbal and written communication skills. Strong organizational and time-management abilities. Proficiency with technology, including computers, phone systems, and software applications.

Working Conditions

Prolonged computer use, including extended screen time. Continuous speaking and listening for incoming calls.
If you are passionate about patient care and delivering exceptional service, we encourage you to apply!

Job Type: Full-time

Pay: From $19.00 per hour

Benefits:

Dental care Extended health care On-site parking Paid time off Vision care
Education:

Secondary School (preferred)
Experience:

Call center: 1 year (preferred) Customer service: 1 year (preferred) Medical office: 1 year (preferred)
Work Location: In person