Patient Engagement Representative

Job Description

Job Description

Description:Eye Health America, is a growing, multi-specialty ophthalmology practice. Our focus is on excellence in patient care and creating an exceptional customer/patient experience. We are always seeking great people who aren't just searching for a job but looking to make a difference.
The Patient Engagement Customer Service Representative for the Billing Call Center is responsible for delivering exceptional customer service by responding to customer inquiries. This role requires effective communication skills, problem-solving abilities and a strong commitment to customer satisfaction.

Essential Functions and Responsibilities :

• Interact with customers vis telephone or email to address inquiries, resolve problems, process payments, and provide information on visit insurance processing.
• Analyze customer concerns and issues, troubleshoot problems and work towards a satisfactory resolution. This may involve coordinating with other departments or teams as needed.
• Maintain a thorough understanding of the company’s products or services to provide accurate information to customers.
• Record customer interactions, issue and resolutions accurately in the NG patient chart.
• Ensure adherence to company policies and procedures while handling customer interactions.
• Relay customer feedback to supervisors to assist I problem-solving and establishing best practices.
• Maintain a professional and courteous demeanor in all customer interactions even when dealing with challenging or upset customers.

• High school diploma or equivalent
• Must be Bilingual
• Excellent customer service and communication skills
• Strong knowledge of insurance billing and reimbursement processes.
• Familiarity with HIPAA privacy regulations.
• Strong computer and typing skills.
• Ophthalmology/Optometry terminology background is a plus.