Patient Relations Specialist
EyeCare Partners, Tyler, TX, United States
Title:
Patient Relations Specialist Company:
Eyecare Associates of East Texas Location:
Tyler, TX Previous call center experience preferred, but not required. Benefits
Full Benefits Package – Medical, Vision, Dental, and Life Insurance 401k with Employer Matching Paid Time Off and Paid Holidays Paid Maternity Leave Optical Education Reimbursement Competitive Base Pay Hours
Full Time – Monday to Friday 7am to 8pm (shift times may vary 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, escalating patients' health concerns in accordance with division guidelines, providing connections to resources for clinical advice and guidance, and navigating complex situations while making sound effective decisions. Essential Duties and Responsibilities
Answers calls for multiple clinics efficiently and effectively using standard greetings for opening, content, and closure of call. Demonstrates exceptional customer service and patient focus to make each encounter extraordinary. Verifies and accurately captures patient demographics, insurance, and appropriate medical information. Schedules appointments using appropriate electronic system while following protocols for the clinic and prioritizing patient health concerns. Ensures that patient questions and problems are resolved efficiently, effectively, and expeditiously. Provides information to patients and callers about appointment details, location, clinic guidelines, parking, etc. Initiates and completes service recovery as warranted to drive patient loyalty, satisfaction, and protect the clinic/patient relationship. Interviews patient/guarantor to obtain complete demographic, clinical, billing, insurance, and financial information. Creates patient charts by entering required information into electronic databases and maintaining accurate records. Relays information to relevant clinic team members through appropriate messaging systems. Ensures quality of patient registrations by obtaining thorough, accurate information in a timely, efficient manner. Maintains compliance with HIPAA rules and regulations. Follows established processes to solve routine problems where solutions are prescribed. Works cooperatively with Patient Relations, Referrals, and Clinic Teams to accomplish department goals. Adheres to all safety policies and procedures, supporting a culture of high quality and great customer service. Performs other duties as necessary or in the best interest of the organization. Education and/or Experience
High School Diploma or 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). Proof of identity and right to work in the United States (required). Previous medical office experience (preferred). Previous call center experience (preferred). Previous ophthalmic experience (strongly preferred). Other Skills and Abilities
Professional appearance and conduct. 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. Positive attitude, flexible with work assignments and priorities. Meets attendance and tardiness expectations. Management and organizational skills to support function leadership. Ability to follow or provide clear verbal and written instructions, possessing good grammar and spelling. Interpersonal skills to support customer service and team needs. Effective communication in English, both verbally and in writing. Basic to intermediate problem solving, including mathematics. Basic to intermediate computer operation. Proficiency with Microsoft Excel, Word, and Outlook. Specialty knowledge of systems related to the job function. Knowledge of state and federal regulations, including HIPAA guidelines. Desire to gain industry knowledge and training. Demonstrates initiative in achieving practice goals. Ability to grow, adapt, and accept change. Creates a positive work environment by being team-oriented and patient-focused. Commitment to working over 40 hours to meet business needs. Ability to interact with all levels of employees in a courteous, professional manner. EEO Statement
EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without consideration of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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Patient Relations Specialist Company:
Eyecare Associates of East Texas Location:
Tyler, TX Previous call center experience preferred, but not required. Benefits
Full Benefits Package – Medical, Vision, Dental, and Life Insurance 401k with Employer Matching Paid Time Off and Paid Holidays Paid Maternity Leave Optical Education Reimbursement Competitive Base Pay Hours
Full Time – Monday to Friday 7am to 8pm (shift times may vary 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, escalating patients' health concerns in accordance with division guidelines, providing connections to resources for clinical advice and guidance, and navigating complex situations while making sound effective decisions. Essential Duties and Responsibilities
Answers calls for multiple clinics efficiently and effectively using standard greetings for opening, content, and closure of call. Demonstrates exceptional customer service and patient focus to make each encounter extraordinary. Verifies and accurately captures patient demographics, insurance, and appropriate medical information. Schedules appointments using appropriate electronic system while following protocols for the clinic and prioritizing patient health concerns. Ensures that patient questions and problems are resolved efficiently, effectively, and expeditiously. Provides information to patients and callers about appointment details, location, clinic guidelines, parking, etc. Initiates and completes service recovery as warranted to drive patient loyalty, satisfaction, and protect the clinic/patient relationship. Interviews patient/guarantor to obtain complete demographic, clinical, billing, insurance, and financial information. Creates patient charts by entering required information into electronic databases and maintaining accurate records. Relays information to relevant clinic team members through appropriate messaging systems. Ensures quality of patient registrations by obtaining thorough, accurate information in a timely, efficient manner. Maintains compliance with HIPAA rules and regulations. Follows established processes to solve routine problems where solutions are prescribed. Works cooperatively with Patient Relations, Referrals, and Clinic Teams to accomplish department goals. Adheres to all safety policies and procedures, supporting a culture of high quality and great customer service. Performs other duties as necessary or in the best interest of the organization. Education and/or Experience
High School Diploma or 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). Proof of identity and right to work in the United States (required). Previous medical office experience (preferred). Previous call center experience (preferred). Previous ophthalmic experience (strongly preferred). Other Skills and Abilities
Professional appearance and conduct. 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. Positive attitude, flexible with work assignments and priorities. Meets attendance and tardiness expectations. Management and organizational skills to support function leadership. Ability to follow or provide clear verbal and written instructions, possessing good grammar and spelling. Interpersonal skills to support customer service and team needs. Effective communication in English, both verbally and in writing. Basic to intermediate problem solving, including mathematics. Basic to intermediate computer operation. Proficiency with Microsoft Excel, Word, and Outlook. Specialty knowledge of systems related to the job function. Knowledge of state and federal regulations, including HIPAA guidelines. Desire to gain industry knowledge and training. Demonstrates initiative in achieving practice goals. Ability to grow, adapt, and accept change. Creates a positive work environment by being team-oriented and patient-focused. Commitment to working over 40 hours to meet business needs. Ability to interact with all levels of employees in a courteous, professional manner. EEO Statement
EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without consideration of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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