Patient Relations Specialist
EyeCare Partners, Paducah, KY, United States
EyeCare Partners is the nation’s leading provider of clinically integrated eye care. Our national network of over 300 ophthalmologists and 700 optometrists provides a lifetime of care to our patients with a mission to enhance vision, advance eye care and improve lives. Based in St. Louis, Missouri, over 650 ECP-affiliated practice locations provide care in 18 states and 80 markets, providing services that span the eye care continuum. For more information, visit www.eyecare-partners.com.
Title:
Patient Relations Specialist
Company:
The Ophthalmology Group
Location:
Paducah, KY 42001
Previous call center experience preferred, but not required
Benefits
Full Benefits Package - Medical, Vision, Dental and Life Insurance
401k + Employer Matching
Paid Time Off and Paid Holidays
Paid Maternity Leave
Optical Education Reimbursement
Competitive Base Pay
Hours
Full Time
Our offices are open from Monday-Friday 8am-5pm.
Your shifts will fall within those hours, and you may need to work a little earlier/later as needed.
Requirements
High School Diploma or GED Equivalent
Favorable result on Background Check
Basic computer skills
Excitement to learn and grow
The Patient Relations Specialist role will provide service to patients and providers via inbound and outbound calls while scheduling appointments, capturing messages for the clinic staff and providers, and addressing the needs of the customer with occasional guidance while ensuring KPI goals are met. The Patient Relations Specialist will be responsible for scheduling patient appointments, escalates patients' health concerns in accordance with individual division guidelines, provides connections to resources for clinical advice and guidance, and navigates complex situations while making sound effective decisions.
Essential Duties and Responsibilities
Answers calls for multiple clinics in an efficient and effective manner using standard greetings for opening of call, content of call and closure of call.
Demonstrate exceptional customer service and patient focus to make each encounter extraordinary.
Verify and accurately capture patient demographics, insurance, and appropriate medical information.
Schedule appointments using appropriate electronic system while following appropriate protocols for clinic/area, including prioritizing patient’s health concerns according to the department’s urgency.
Ensure that patient questions and problems are resolved efficiently, effectively, and expeditiously.
Provide information to patients and callers regarding appointment, date, time, location, clinic guidelines, parking, etc.
Initiate and complete service recovery as warranted to drive patient loyalty, patient satisfaction, and protect the clinic/patient relationship.
Interview patient/guarantor to obtain complete demographic, clinical, billing, insurance, and financial information.
Create patient charts by entering required information into electronic databases and maintain accurate records.
Relay information to relevant clinic (team) members through the appropriate messaging systems.
Ensure the quality of patient registrations by obtaining thorough and accurate information in a timely and efficient manner.
Maintain compliance with HIPAA rules and regulations.
Follows a well‑established process to solve routine problems where solutions are clearly prescribed.
Work cooperatively with the Patient Relations, Referrals, and Clinic Teams to accomplish the goals of the departments.
Adheres to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service.
Performs other duties that may be necessary or in the best interest of the organization.
Education and/or Experience
High school diploma or general education degree (GED) equivalent required
One year of related experience and/or training; or equivalent combination of education and experience preferred
Favorable result on background check required
Must be able to provide proof of identity and right to work in the United States
Previous medical office experience preferred.
Previous call center experience preferred.
Previous ophthalmic experience strongly preferred.
Other Skills and Abilities
Professional in appearance and actions
Logical and Critical thinking skills
Customer-focused with excellent written, listening and verbal communication skills
Enjoys learning new technologies and systems
Detail oriented, professional attitude, reliable
Exhibits a positive attitude and is flexible in accepting work assignments and priorities
Meets attendance and tardiness expectations
Management and organizational skills to support the leadership of this function
Ability to follow or provide verbal & written instructions with sufficient grammar and spelling skills to avoid mistakes or misinterpretations
Interpersonal skills to support customer service, functional, and team mate support need
Able to communicate effectively in English, both verbally and in writing
Ability for basic to intermediate problem solving, including mathematics
Basic to intermediate computer operation
Proficiency with Microsoft Excel, Word, and Outlook
Specialty knowledge of systems relating to job function
Knowledge of state and federal regulations for this position; general understanding of HIPAA guidelines
Desire to gain industry knowledge and training
Demonstrates initiative in accomplishing practice goals
Ability to grow, adapt, and accept change
Consistently creating a positive work environment by being team-oriented and patient-focused
Commitment to work over 40 hours to meet the needs of the business
Ability to interact with all levels of employees in a courteous, professional manner at all times
If you need assistance with this application, please contact (636) 227-2600. Please do not contact the office directly – only resumes submitted through this website will be considered.
EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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Title:
Patient Relations Specialist
Company:
The Ophthalmology Group
Location:
Paducah, KY 42001
Previous call center experience preferred, but not required
Benefits
Full Benefits Package - Medical, Vision, Dental and Life Insurance
401k + Employer Matching
Paid Time Off and Paid Holidays
Paid Maternity Leave
Optical Education Reimbursement
Competitive Base Pay
Hours
Full Time
Our offices are open from Monday-Friday 8am-5pm.
Your shifts will fall within those hours, and you may need to work a little earlier/later as needed.
Requirements
High School Diploma or GED Equivalent
Favorable result on Background Check
Basic computer skills
Excitement to learn and grow
The Patient Relations Specialist role will provide service to patients and providers via inbound and outbound calls while scheduling appointments, capturing messages for the clinic staff and providers, and addressing the needs of the customer with occasional guidance while ensuring KPI goals are met. The Patient Relations Specialist will be responsible for scheduling patient appointments, escalates patients' health concerns in accordance with individual division guidelines, provides connections to resources for clinical advice and guidance, and navigates complex situations while making sound effective decisions.
Essential Duties and Responsibilities
Answers calls for multiple clinics in an efficient and effective manner using standard greetings for opening of call, content of call and closure of call.
Demonstrate exceptional customer service and patient focus to make each encounter extraordinary.
Verify and accurately capture patient demographics, insurance, and appropriate medical information.
Schedule appointments using appropriate electronic system while following appropriate protocols for clinic/area, including prioritizing patient’s health concerns according to the department’s urgency.
Ensure that patient questions and problems are resolved efficiently, effectively, and expeditiously.
Provide information to patients and callers regarding appointment, date, time, location, clinic guidelines, parking, etc.
Initiate and complete service recovery as warranted to drive patient loyalty, patient satisfaction, and protect the clinic/patient relationship.
Interview patient/guarantor to obtain complete demographic, clinical, billing, insurance, and financial information.
Create patient charts by entering required information into electronic databases and maintain accurate records.
Relay information to relevant clinic (team) members through the appropriate messaging systems.
Ensure the quality of patient registrations by obtaining thorough and accurate information in a timely and efficient manner.
Maintain compliance with HIPAA rules and regulations.
Follows a well‑established process to solve routine problems where solutions are clearly prescribed.
Work cooperatively with the Patient Relations, Referrals, and Clinic Teams to accomplish the goals of the departments.
Adheres to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service.
Performs other duties that may be necessary or in the best interest of the organization.
Education and/or Experience
High school diploma or general education degree (GED) equivalent required
One year of related experience and/or training; or equivalent combination of education and experience preferred
Favorable result on background check required
Must be able to provide proof of identity and right to work in the United States
Previous medical office experience preferred.
Previous call center experience preferred.
Previous ophthalmic experience strongly preferred.
Other Skills and Abilities
Professional in appearance and actions
Logical and Critical thinking skills
Customer-focused with excellent written, listening and verbal communication skills
Enjoys learning new technologies and systems
Detail oriented, professional attitude, reliable
Exhibits a positive attitude and is flexible in accepting work assignments and priorities
Meets attendance and tardiness expectations
Management and organizational skills to support the leadership of this function
Ability to follow or provide verbal & written instructions with sufficient grammar and spelling skills to avoid mistakes or misinterpretations
Interpersonal skills to support customer service, functional, and team mate support need
Able to communicate effectively in English, both verbally and in writing
Ability for basic to intermediate problem solving, including mathematics
Basic to intermediate computer operation
Proficiency with Microsoft Excel, Word, and Outlook
Specialty knowledge of systems relating to job function
Knowledge of state and federal regulations for this position; general understanding of HIPAA guidelines
Desire to gain industry knowledge and training
Demonstrates initiative in accomplishing practice goals
Ability to grow, adapt, and accept change
Consistently creating a positive work environment by being team-oriented and patient-focused
Commitment to work over 40 hours to meet the needs of the business
Ability to interact with all levels of employees in a courteous, professional manner at all times
If you need assistance with this application, please contact (636) 227-2600. Please do not contact the office directly – only resumes submitted through this website will be considered.
EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
#J-18808-Ljbffr