Patient Support Agent

About the role

Thurmond Eye Associates/Ascend Vision Partners is building a differentiated integrated eye-care platform focused on superior patient care delivered through a network of optometrists and ophthalmologists. As a Patient Support Agent (call center representative), you will provide a welcoming environment for patients and providers by scheduling appointments, handling inbound and outbound calls, and delivering operational support in a call-center setting.

Responsibilities

• Communicate in a cordial, professional manner with patients via phone.
• Complete new patient registration (inputting demographic information, insurance information, etc.) and schedule appointments for incoming callers.
• Log all patient communication within the patient chart during or after the call.
• Fill patient cancellation slots efficiently to keep provider schedules fully booked.
• Improve positive patient satisfaction outcomes by ensuring all quality measures related to patient experience are met.
• Update the computer-based referring physician database as needed.
• Work with the online scheduling system and electronic health record (EHR).
• Verify patient data and insurance information to ensure accurate billing.
• Respond to patient concerns or escalate to leadership as needed.

Requirements

• High school diploma or equivalent (preferred).
• Call center, customer service, or related experience (preferred).
• Bilingual (English/Spanish) (required).

Skills & Abilities

• Strong customer service skills.
• Medical knowledge related to patient coordination of ophthalmic care.
• Proficiency in using desktop computers, keyboards, mice, and headsets.
• Familiarity with common ocular symptoms and complaints.

Physical Requirements

• Sitting for extended periods of time.
• Requires using hands to handle, control, or feel objects, tools, or controls.
• Requires repetitive movement.