Patient Relations Specialist

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, spanning the eye care continuum.

About the role

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. This role will be responsible for scheduling patient appointments, escalating patients' health concerns in accordance with individual division guidelines, providing connections to resources for clinical advice and guidance, and navigating complex situations while making sound, effective decisions.

Responsibilities

• Answer calls for multiple clinics in an efficient and effective manner using standard greetings for opening, content, 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 the appropriate electronic system while following protocols for the clinic/area, including prioritizing patient’s health concerns according to department urgency.
• Ensure that patient questions and problems are resolved efficiently, effectively, and expeditiously.
• Provide information to patients and callers regarding appointment details, clinic guidelines, parking, etc.
• Initiate and complete service recovery as warranted to drive patient loyalty, 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 appropriate messaging systems.
• Ensure the quality of patient registrations by obtaining thorough and accurate information in a timely manner.
• Maintain compliance with HIPAA rules and regulations.
• Follow established processes to solve routine problems where solutions are clearly prescribed.
• Work cooperatively with the Patient Relations, Referrals, and Clinic Teams to accomplish department goals.
• Adhere to all safety policies and procedures while supporting a culture of high quality and great customer service.
• Perform other duties that may be necessary or in the best interest of the organization.

Requirements

• High School Diploma or GED equivalent.
• Favorable result on background check.
• Basic computer skills.
• Strong customer service skills.
• Excitement to learn and grow.
• Must be able to provide proof of identity and right to work in the United States.

Qualifications

• One year of related experience and/or training; or equivalent combination of education and experience preferred.
• Previous medical office experience preferred.
• Previous call center experience preferred.
• Previous ophthalmic experience strongly preferred.

Skills

• Professional in appearance and actions.
• 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.
• Exhibits a positive attitude and is flexible in accepting work assignments and priorities.
• Meets attendance and tardiness expectations.
• Management and organizational skills to support leadership.
• Ability to follow or provide verbal and written instructions with sufficient grammar and spelling skills.
• Interpersonal skills to support customer service, functional, and team needs.
• Able to communicate effectively 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 relating to job function.
• Knowledge of state and federal regulations for this position; general understanding of HIPAA guidelines.
• Desire to gain industry knowledge and training.
• Demonstrates initiative in accomplishing practice goals.
• Ability to grow, adapt, and accept change.
• Consistently creates a positive work environment by being team-oriented and patient-focused.
• Commitment to work over 40 hours to meet the needs of the business.
• Ability to interact with all levels of employees in a courteous, professional manner at all times.

Benefits

• Full Benefits Package – Medical, Vision, Dental, and Life Insurance.
• 401k + Employer Matching.
• Paid Time Off and Paid Holidays.
• Paid Maternity Leave.
• Optical Education Reimbursement.

Pay

Competitive Base Pay.

Schedule

• Full Time.
• Offices are open Monday–Friday, 8am–5pm. Shifts will fall within these hours, with occasional need to work earlier or later as needed.