Patient Relations Specialist

Patient Relations SpecialistTitle: Patient Relations Specialist Company: The Ophthalmology Group Location: Paducah, KY 42001Previous call center experience preferred, but not requiredPerks:Full Benefits Package - Medical, Vision, Dental and Life Insurance401k + Employer MatchingPaid Time Off and Paid HolidaysPaid Maternity LeaveOptical Education ReimbursementCompetitive Base PayHours:Full TimeOur offices are open from Monday-Friday 8am-5pm. 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 EquivalentFavorable result on Background CheckBasic computer skillsStrong customer service skillsExcitement to learn and growThe 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 systemsEnsure 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 requiredOne year of related experience and/or training; or equivalent combination of education and experience preferredFavorable result on background check requiredMust be able to provide proof of identity and right to work in the United StatesPrevious medical office experience preferred.Previous call center experience preferred.Previous ophthalmic experience strongly preferred.Other Skills and Abilities:Professional in appearance and actionsLogical and Critical thinking skillsCustomer-focused with excellent written, listening and verbal communication skillsEnjoys learning new technologies and systemsDetail oriented, professional attitude, reliableExhibits a positive attitude and is flexible in accepting work assignments and prioritiesMeets attendance and tardiness expectationsManagement and organizational skills to support the leadership of this functionAbility to follow or provide verbal & written instructions with sufficient grammar and spelling skills to avoid mistakes or misinterpretationsInterpersonal skills to support customer service, functional, and team mate support needAble to communicate effectively in English, both verbally and in writingAbility for basic to intermediate problem solving, including mathematicsBasic to intermediate computer operationProficiency with Microsoft Excel, Word, and OutlookSpecialty knowledge of systems relating to job functionKnowledge of state and federal regulations for this position; general understanding of HIPAA guidelinesDesire to gain industry knowledge and trainingDemonstrates initiative in accomplishing practice goalsAbility to grow, adapt, and accept changeConsistently creating a positive work environment by being team-oriented and patient-focusedCommitment to work over 40 hours to meet the needs of the businessAbility to interact with all levels of employees in a courteous, professional manner at all timesEyeCare 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.