Medical Customer Service Rep (Ophthalmology/Optometry)

MEDICAL CUSTOMER SERVICE REPRESENTATIVE Full-Time, Remote, Independent Contractor ABOUT THE ROLE We are hiring a Remote Medical Customer Service Representative to support patients exploring medical care with U.S.-based private practices. This is not a sales role and not a script-based call centre position . We are looking for someone who takes pride in delivering a calm, empathetic, and professional experience across phone, text, and email communication. WHAT YOU'LL DO Answer inbound phone calls from patients exploring medical care Follow up with new patient enquiries submitted online via: Phone Text Email Create a warm, professional, and reassuring experience across all communication channels Listen actively, validate concerns, and guide conversations naturally Follow call-flow guidelines while communicating in your own words, not from a script Help patients understand next steps and schedule consultations when appropriate Navigate multiple clinics, specialities, and medical terminology Adapt tone, pacing, and communication style to each individual patient Receive ongoing coaching and feedback, and apply it thoughtfully WHO WE'RE LOOKING FOR Required Previous phone-based customer service experience Warm, friendly, and engaging phone presence Strong emotional intelligence and active listening skills Professional, reliable, and coachable Ability to think on your feet and communicate naturally Quiet, professional work-from-home environment suitable for phone calls SCHEDULE 40 hours per week Consistent schedule once assigned (US Hours) Must be open to evenings and weekends, particularly during onboarding Business operates 7 days per week Shifts may occasionally change based on operational requirements