OPS OPH/Patient Relations Specialist

About Our Client

The organization is a leading provider of clinically integrated eye care operating a national network of over 300 ophthalmologists and 700 optometrists. With more than 650 affiliated practice locations across 18 states and 80 markets, it offers comprehensive services spanning the eye care continuum to enhance vision and improve patients' lives.

About the Opportunity

The Patient Relations Specialist role focuses on delivering exceptional service to patients and providers through managing inbound and outbound communications. This position is responsible for scheduling appointments, addressing patient concerns, and facilitating effective connections to clinical resources, ensuring the needs of patients are met while supporting organizational goals.

Responsibilities

• Manage high-volume inbound and outbound calls for multiple assigned clinics promptly using standard professional communication protocols
• Provide exceptional customer service focused on maximizing patient satisfaction and building trust
• Verify, update, and accurately record complex patient demographics, insurance coverages, and primary medical information
• Schedule patient appointments following strict clinic-specific protocols and prioritize scheduling based on medical urgency
• Resolve patient inquiries, complaints, and service issues efficiently and with high empathy
• Provide patients with comprehensive appointment details, preparation requirements, and clinic directional information
• Conduct proactive service recovery actions to resolve negative experiences and maintain long-term patient loyalty
• Collect comprehensive and compliant billing information from patients, guarantors, and responsible parties
• Create, audit, and maintain accurate patient charts and digital records within enterprise electronic health record (EHR) databases
• Relay relevant clinical messages and urgent patient updates to clinic staff using appropriate internal secure messaging systems
• Ensure timely, thorough, and high-quality patient registration data entry to minimize downstream billing errors
• Comply absolutely with all federal HIPAA regulations, privacy standards, and patient data confidentiality requirements
• Follow established operational procedures and guidelines to resolve routine patient care and coordination issues
• Collaborate productively across the Patient Relations, Referrals, and Clinic teams to meet and exceed departmental performance goals
• Adhere to company safety policies and actively contribute to a culture of workplace quality and patient-first customer service
• Perform additional administrative duties as assigned to support the changing operational needs of the organization

Requirements

• High school diploma, General Education Development (GED) equivalency, or equivalent practical experience
• Minimum of one (1) year of related professional experience operating within call centers, client customer service, medical offices, or receptionist roles
• Strong logical, analytical, and critical thinking skills to evaluate patient requests under pressure
• Excellent written, verbal, and active listening communication skills
• Proven ability to quickly learn, navigate, and master new technology platforms and healthcare management systems
• Highly detail-oriented professional with a strong track record of reliability, punctuality, and a positive attitude
• Ability to accurately comprehend and follow complex verbal and written operational instructions
• Strong interpersonal skills suited for handling diverse customer temperaments and working within collaborative teams
• Complete professional proficiency in English communication
• Basic to intermediate problem-solving and conflict-resolution capabilities
• Possession of valid identity verification documents and legal work authorization to operate within the United States
• Ability to set up and maintain a quiet, distraction-free remote workspace equipped with reliable high-speed internet infrastructure

Preferred Qualifications

• Prior experience operating specifically within medical, optometric, or ophthalmic clinical environments
• Existing foundational knowledge of medical scheduling systems, insurance verification processes, and HIPAA compliance regulations
• Availability for occasional regional travel and possession of reliable personal transportation meeting company liability standards (if required for hybrid alignment)
• Successful completion of a comprehensive background check process

Pay Range and Compensation Package

Target baseline hourly compensation: $17.00 USD per hour (non-negotiable fixed rate framework)

Benefits & Perks

A comprehensive benefits package overview—including applicable health insurance options, remote infrastructure guidance, and structured time off—will be reviewed in detail by the recruitment coordinator during the initial evaluation phases

Equal Opportunity Statement

Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.