Customer Service Agent (Medical/Ophthalmology) - Remote

Job Title: Customer Care Agent

About the Client: A specialized ophthalmology practice dedicated to providing exceptional eye care and patient experience. We focus on compassionate service, clinical excellence, and seamless patient communication across our care teams.

Overview: We are seeking a reliable and motivated Customer Service Representative with strong communication skills and at least 2+ years of experience. Preferably in healthcare or ophthalmology settings. This role is the frontline contact for patients, responsible for intake and outbound calls, accurate documentation, and supporting patient scheduling and service coordination.

Responsibilities:

• Patient Intake & Call Handling
  • Receive inbound intake calls from patients, providers, and referral sources.
  • Conduct outbound (OB) calls as needed — including appointment reminders, follow‑ups, and patient outreach.
  • Greet and assist patients in a professional, courteous manner via phone and in person.
• Documentation & Note‑Taking
  • Accurately document call details, patient concerns, and next steps in the patient record system.
  • Ensure notes are clear, concise, and follow organizational standards.
• System Use & Communication Tools
  • Use RingCentral (phone system) to manage queues, transfers, voicemails, and call routing.
  • Navigate practice management/EHR software — including Modernizing Medicine (or similar platform) — to log patient information, appointment data, messages, and call summaries.
  • Collaborate with clinical and administrative staff to relay messages and follow up on patient needs.
• Patient Experience & Support
  • Provide accurate information about services, visit preparation, and office policies.
  • Assist with appointment scheduling, rescheduling, and confirmations.
  • Escalate clinical or urgent concerns to the appropriate team members.

Qualifications:

• Minimum 2 years customer service experience, preferably in healthcare, ophthalmology, medical office, or clinical contact center.
• Excellent verbal and written communication skills.
• Comfortable using phone systems (RingCentral preferred) and electronic patient record systems (experience with Modernizing Medicine or similar practice software is a plus).
• Familiarity with insurance verification and pre‑authorization process.
• Experience with additional communication or CRM systems
• Strong note‑taking, multitasking, and follow‑through skills.
• Friendly, patient‑focused, and able to handle sensitive health information with confidentiality and empathy.
• Collaborative mindset with the ability to work well across departments.

Schedule: Night Shift (US Time)

Setup: Remote

Why Join STAFFVIRTUAL?

• Competitive compensation and benefits package

  • HMO Day 1 + FREE dependent coverage

  • De minimis and allowances

  • Attendance bonus

  • Paid time offs

• Company-provided work setup (laptop, monitor, accessories)

• Training, career growth, and global exposure

• A collaborative and supportive team culture

If you're a motivated, client-focused professional who's ready to grow with a company that values people and performance, we’d love to hear from you. Apply now and join our dynamic team at STAFFVIRTUAL!