Patient Relations Specialist, Call Center

Eye Care Partners Career•Louisville, KY

2d•Hybrid

About The Position

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 . Job Title: Patient Relations Specialist Company: Bennett & Bloom Eye Centers Department: Ophthalmology Reports To: Patient Relations Manager Location: This position is located in Louisville, KY. Training will be on-site for 4 weeks, and then the position will be remote after that. Perks: Full Benefits Package - Medical, Vision, Dental and Life Insurance 401k + Employer Matching Paid Time Off (PTO) and Paid Holidays Paid Maternity Leave Competitive Base Pay Employee Discounts Hours: Full Time Our offices are open from Monday-Friday 8am-5pm You may need to work a little earlier/later as needed. Requirements: High School Diploma or GED Equivalent required Favorable result on Background Check required Basic computer skills Strong customer service skills Excitement to learn and grow SUMMARY 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.

Requirements

High School Diploma or GED Equivalent required
Favorable result on Background Check required
Basic computer skills
Strong customer service skills
Excitement to learn and grow
Minimum Required: One year of related experience and/or training; or equivalent combination of education and experience
Minimum Required: None
Proficient in Microsoft Excel, Word, PowerPoint, Outlook

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.