Calendar Management, Call Centers, Call Volume, Coaching, Customer Support/Service, English Language, Farsi Language, Multilingual, Multitasking, Ophthalmology, Problem Solving Skills, Quality of Care, Retail, Spanish Language, Telephone Skills, Time Management, Training/Teaching, Vietnamese Language, Website Conversion
Job Location: Aliso Viejo, CA
Position Type: Regular Full-Time, Direct Placement
Work Location: On-site with potential for Hybrid
Overview
Our client is one of the largest ophthalmology providers in the U.S., with over ninety centers across six states including California, Oregon, Arizona, Texas, and Utah. An innovative leader in ophthalmology, they deliver an exceptional patient experience through advanced technology and a team of highly skilled, experienced surgeons — trusted by more than 3,000 referring eye doctors nationwide.
We are seeking a Call Center Agent to join the team! This position is responsible for ensuring the consistent delivery of a great patient experience that exceeds the expectations of our callers and our clinic locations. This role will ensure company success by raising conversion rates from initial phone call to consultation, as well as the handling of all other call types with empathy and a patient-centric focus. You'll support patients across the organization's many locations nationwide, helping with everything from scheduling and rescheduling to prescription questions, post-procedure guidance, and connecting patients to the right level of care quickly and confidently.
This is an on-site position in Aliso Viejo, CA, with structured training to set you up for success from day one.
Responsibilities- Answer telephone promptly in a polite and professional manner and exceed patient satisfaction.
- Able to answer questions succinctly and professionally and evaluate when to escalate.
- Ensure patients are booked for consultation during their first call.
- Present in a professional and educated manner to all customers, patients, and doctors that call in.
- Place outbound calls timely and with enthusiasm to assist.
- Research and resolve issues to ensure patient retention and satisfaction.
- Use sound judgment and empathy in handling calls, especially with upset patients.
- Schedule appointments correctly – servicing multiple centers, each with its own surgeons, procedures, and scheduling preferences.
- Maintain knowledge of company products and customer service processes.
- Ability to handle a call center environment: work quickly and multi-task.
- Bring a warm, personal touch to every call. Using the patient's name and small, genuine moments of connection that make people feel cared for, not processed.
Qualifications- 2+ years of experience in a high-volume call center preferred but willing to train the right person. Backgrounds in collections, tax service call centers, or high-end retail tend to translate especially well to this role.
- Ophthalmology, dental, or aesthetics/elective procedures experience would be helpful but not required.
- Bilingual is a plus (English/Spanish); Vietnamese or Farsi is also a plus.
- Comfortable in a fast-paced, performance-coached, corporate call center environment.
- Looking for someone who wants to build a career — many call center team members grow into patient-facing roles after a year or two.
Why You'll Love It Here- Performance-based bonus incentives
- Comprehensive, competitive benefits package
- Real opportunities for internal growth and advancement
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Alura Workforce Solutions