Call Center Representative

Call Center Representative

Tyler, TX

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, providing services that span the eye care continuum.

Title: Patient Relations Specialist

Company: Eyecare Associates of East Texas

Location: Tyler, TX

Previous call center experience preferred, but not required

Perks:

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

Hours:

• Full Time
• Our offices are open from Monday-Friday 7am-8pm.
• Your shifts will fall within those hours, and you may need to work a little earlier/later as needed.

Requirements:

• High School Diploma or GED Equivalent
• Favorable result on Background Check
• Basic computer skills
• Strong customer service skills
• Excitement to learn and grow

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. The Patient Relations Specialist will be responsible for scheduling patient appointments, escalates patients' health concerns in accordance with individual division guidelines, provides connections to resources for clinical advice and guidance, and navigates complex situations while making sound effective decisions.

Essential Duties and Responsibilities:

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

Education and/or Experience:

• High school diploma or general education degree (GED) equivalent required
• One year of related experience and/or training; or equivalent combination of education and experience preferred
• Favorable result on background check required
• Must be able to provide proof of identity and right to work in the United States
• Previous medical office experience preferred.
• Previous call center experience preferred.
• Previous ophthalmic experience strongly preferred.

Other Skills and Abilities:

• 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 the leadership of this function
• Ability to follow or provide verbal & written instructions with sufficient grammar and spelling skills to avoid mistakes or misinterpretations
• Interpersonal skills to support customer service, functional, and team mate support need
• Able to communicate effectively in English, both verbally and in writing
• Ability for 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 creating 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

EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.