Patient Communication Representative

AVP SEES Group is one of the largest eye care networks in the Southeast and Mid-Atlantic, dedicated to delivering exceptional patient care through a supportive and skilled team. We provide training, technology, and resources to help our employees thrive while making a meaningful difference in patients' lives.

About the Role

As a Patient Communication Representative, you will serve as the first point of contact for our community, ensuring patients are greeted with kindness, professionalism, and courtesy. You will facilitate smooth scheduling, verify patient records, and uphold outstanding customer service in every interaction.

Responsibilities

• Answer incoming calls on a multi-line phone system, respond to inquiries, and make outbound calls to patients promptly and courteously
• Register patients over the phone and verify their records are up-to-date and accurate
• Verify personal and insurance information for services and procedures
• Schedule and reschedule appointments and procedures, including handling missed appointments and cancellations
• Collect and process payments from patients
• Complete additional tasks as requested by management

Requirements

• Excellent judgment, dependability, and diligence
• High ethical standards and integrity
• Accuracy and thoroughness in monitoring own work to ensure quality
• Strong customer and patient service orientation, with the ability to manage difficult or emotional situations with tact, empathy, and diplomacy
• Professionalism, including a positive outlook, pleasant manner, and appropriate appearance
• Ability to work cooperatively in group settings, offer assistance to coworkers, actively resolve conflicts, and inspire trust
• Proficiency in Microsoft Office products (Word, Excel, and Outlook)
• Willingness to submit to a background check

Benefits

• Medical, Dental, and Vision Insurance
• 401(k) retirement plan
• Paid Time Off and Holidays
• Life and Disability Insurance
• Tuition Reimbursement
• Continuing Education Support
• Certification Sponsorship
• Employee Eyewear Discounts
• Referral Bonus Opportunities

Additional Information

This role requires the ability to remain stationary for extended periods, frequent use of hands and computer equipment, and effective communication with patients and team members. Occasional lifting, carrying, pushing, or pulling of up to 25 pounds may be required.

Annual compliance training, adherence to HIPAA and OSHA regulations, and compliance with company policies are mandatory. Background and drug screenings may be required based on position and location.