Patient Care Agent – Ophthalmology Clinics (Bilingual)

About the role

Fusion CX is looking for a bilingual Patient Care Agent to support patients of ophthalmology and vision‑care clinics in the United States. The role involves scheduling appointments, verifying insurance, handling medical‑record requests and communicating with patients to ensure a smooth, reassuring experience.

Key responsibilities

• Schedule, reschedule and cancel patient appointments using clinic systems.
• Verify health‑insurance information before appointments and follow HIPAA guidelines.
• Assist with medical‑records requests while maintaining confidentiality.
• Handle inbound and outbound calls for appointment confirmations and post‑visit follow‑ups.
• Identify potentially urgent cases and coordinate them according to clinical protocols.
• Document patient interactions accurately and meet quality and productivity targets.

Required profile

• At least 18 years old with a valid DUI.
• High‑school diploma completed.
• English proficiency at B2 level (spoken and written).
• Minimum 6 months contact‑center experience, preferably in healthcare or scheduling.
• Willingness to work rotating shifts, including weekends and holidays.
• Ability to attend initial training with 100 % attendance.

Required skills

• Proficiency with web navigation and multitasking across multiple windows and systems.
• Experience using email and Office or Google productivity tools.
• Functional typing skills in English.