Patient Experience Specialist

Patient Experience 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, providing services that span the eye care continuum.

Company: Cincinnati Eye Institute

Job Title: Patient Educator / Patient Experience Specialist

Department: Ophthalmology

Reports To: Clinic Supervisor

Location: Blue Ash, Ohio

Position Overview:

The Patient Educator interfaces between patients who are interested in surgery and the medical, technical, and administrative staff. They provide virtual screenings, balanced education, and counseling to prospective patients regarding the benefits of surgery and their options. They discuss cost and payment options including their intraocular lens options (ATIOLs). They may also assist in maintaining relationship management systems including data entry of marketing and outcome data. Ideally, patient education starts before the patient comes in for cataract or refractive surgery evaluation. This is managed by contacting the patients before their scheduled appointment via email, phone, or text messages and by sharing information verbally, in writing, or with links to short videos. Once in the office, the Patient Educator meets with the patient prior to seeing the doctor, usually during the time after they have undergone technician exam procedures and is waiting to see the physician.

Essential Duties and Responsibilities:

• Provides exceptional customer service during every patient encounter (in person or via phone)
• Displays a professional attitude, greets patients promptly with a smile, and thanks them when they leave
• Practices urgency at all times with patients' time, as well as doctors' time and schedule, and manages patient flow
• Complies with all company policies and procedures, including HIPAA (Health Insurance Portability and Accountability)
• Serves as support to patients for patient education, counseling, and inquiries:
• Discussion of patient's vision goals for after surgery
• Discussion of patient's daily living activities and hobbies
• Explanation of eye anatomy and the cataract or refractive surgical procedure
• Explanation of each lens or package options and the benefits and limitations of these technologies (as appropriate for patient's needs)
• Provides ATIOL educational materials to patients through different modalities (i.e., Rendia, video links, printed materials, etc.), and assists with maintaining patient access to these materials throughout the practice
• Provides explanation of lens or package pricing structure and payment/financing options with prospective patients
• Serves as the liaison between patients and physicians:
• Communicates patient's vision goals and ATIOL interest
• Communicates past ocular history as related to potential candidacy for ATIOL (i.e., refractive surgery, monovision, contact lens wear, astigmatism, trauma, pathology, etc.)
• Coordinates with practice staff to ensure seamless patient transfers
• Facilitates prompt, professional, patient-friendly communications (i.e., phone calls, emails, portal, etc.) between patient and physician or referring physician and surgeon
• Assists in the practice development of ATIOL Program:
• Collaborates with administration for patient incentive letters, marketing for promotions, and gathering patient testimonials for practice materials and social media
• Compiles and generates patient data using tracking tools and/or spreadsheets
• Sends practice, product and/or treatment, and financing information via email or mail to non-closed leads
• Follows up with non-closed leads via phone, email, portal or mail and records progress using tracking tools and/or spreadsheets
• Job may require other duties as assigned

Preferred Qualifications:

• Excellent verbal and written communication skills
• Ability to interact with patients and all levels of employees in a courteous, professional manner at all times.
• Knowledge of clinic

Education and Experience:

• High School Diploma or GED equivalent required

Knowledge, Skills, and Abilities:

• Must be able to provide proof of identity and right to work in the United States
• Favorable result on background check required
• Demonstrates understanding of business and how actions contribute to company performance
• Demonstrates excellent customer service skills
• 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
• Utilizes Electronic Health Record (EHR) system and all other software systems in accordance with company protocols
• Uses creativity/innovation in carrying out responsibilities/introducing new ideas or programs; adapts traditional methodologies in accordance with a changing business environment

Decision Making:

• HIPAA compliance is strictly followed in accordance with industry regulations
• May make recommendations regarding policies associated with the job's purpose and essential responsibilities

Work Environment:

• General office conditions

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to stand and walk and sometimes sit; use hands to type, handle, or feel objects or controls; reach with hands and arms; and talk or hear
• Regular attendance is a necessary and essential function

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.