JOB ID 3323 PAC- Patient Access Center Representative

About the role

The Patient Access Center Representative will be part of a newly formed US EYE Patient Access (Call Center) Team and function as the first point-of-contact for the overall patient experience. This representative will assess patient needs, schedule appointments, and assist with inquiries from the general public via phone. The ideal candidate will strive to provide an unparalleled patient experience while functioning effectively in a high call volume environment, remaining friendly, focused, and calm under pressure.

Responsibilities

• Answers and triages incoming calls in a high-volume setting in a courteous and highly professional manner.
• Provides patients with an exceptional experience that leads to high levels of patient satisfaction.
• Responds to incoming appointment requests via email, Phreesia, and other alternate paths into the practice.
• Works in tandem with the contact center team to manage the phone queue and respond to patients efficiently, always mindful of service response times.
• Accurately schedules appointments according to practice templates and protocols.
• Assists referring physicians with scheduling patients.
• Effectively obtains patient demographic, clinical, and insurance information and enters it accurately in the practice management system.
• Learns, retains, and applies medical knowledge regarding scheduling, surgical, and clinical protocols.
• Meets productivity and patient care standards that align with the organization’s standards for the patient experience.
• Ensures patient confidentiality and establishes strong work partnerships throughout the practice to provide accurate information to patients.

Requirements

• High school graduate.
• Previous experience in a customer service role or call center.
• Technology savvy, with competency in Office Suite and ability to learn software applications as required.
• Ability to provide exceptional customer service that supports high patient experience standards.
• Ability to accurately follow oral and written instructions.
• Strong oral communication skills; communicates clearly, professionally, and with a high level of self-awareness to patients.
• Ability to address and resolve conflict when dealing with the public.
• Capable of maintaining a high degree of confidentiality that meets all HIPAA requirements.
• Strong time management skills.
• Ability to interact with the public and coworkers in a professional, respectful, and courteous manner.

Preferred Qualifications

• Previous experience in a contact center or healthcare environment is valued but not required.

Work Environment

The work environment is fast-paced and requires strong time management and productivity skills. Contact center representatives must be internally motivated and capable of working independently.

Physical Demands

• Occasional walking, standing, and sitting; may include bending.
• Use hands to handle or feel objects, reach with hands and arms.
• Verbal communication and ability to hear.
• Lift moderately heavy objects (up to 50 pounds).
• Use of close, distance, and peripheral vision.

Schedule

This is a full-time hourly on-site position. Minimal travel may be required from time to time.