PAC- Patient Access Center Representative

JOB SUMMARY:

The Patient Access Center Representative will be part of a newly formed US EYE Patient Access (Call Center) Team and function as the first point-of-contact for the overall patient experience. This representative will be responsible for assessing patient needs, scheduling patient appointments, and assisting with any inquiries from the general public via phone. The ideal candidate will strive to provide an unparalleled patient experience. All team members must effectively function in a high call volume environment, and remain friendly, focused, and calm under pressure.

ESSENTIAL JOB FUNCTIONS (other duties as required):

• Answers and triages incoming calls in a high-volume setting in a courteous and highly professional manner. Provides patients with an exceptional, one of kind experience that leads to high levels of patient satisfaction.
• Responds to incoming appointment requests via email, Phreesia and other alternate paths into the practice.
• Works in tandem with our contact center team to manage the phone queue and respond to patients efficiently, always mindful of service response times.
• Accurately schedules appointments according to our practice templates and protocols.
• Assists referring physicians with scheduling patients.
• Effectively obtains patient demographic, clinical and insurance information and enter accurately in our practice management system.
• Learns, retains and applies medical knowledge regarding scheduling, surgical and clinical protocols.
• Meets productivity and patient care standards that align with our standards for the patient experience.
• Ensures patient confidentiality.
• Establishes strong work partnerships throughout the practice in order to provide a high quality of accurate information to patients.

COMPETENCIES:

• Ability to provide exceptional customer service that supports high patient experience standards.
• Ability to accurately follow oral and written instructions.
• Strong oral communication skills. Communicates clearly, professionally and with a high level of self-awareness to patients.
• Ability to address and resolve conflict when dealing with the public.
• Capable of maintaining high degree of confidentiality that meets all HIPAA requirements.
• Strong time management skills.
• Ability to interact with the public and coworkers in a professional, respectful, and courteous manner.

WORK ENVIRONMENT:

The work environment is fast paced, requires strong time management and productivity skills. Contact center representatives must be internally motivated and capable of working independently.

PHYSICAL DEMANDS:

• Occasional walking, standing, and sitting. May include bending.
• Use hands to handle or feel objects, reach with hands and arms
• Verbal communication and ability to hear
• Lift moderately heavy objects (up to 50 pounds)
• Use of close, distance and peripheral vision

POSITION TYPE AND EXPECTED HOURS OF WORK:

This is a full-time hourly position. Accommodations for remote work may be available.

TRAVEL:
Minimal requirements for travel may be required from time to time.

REQUIRED EDUCATION AND EXPERIENCE:

• High school graduate, with previous experience in a customer service role or call center.
• Technology savvy, with competency in Office Suite and ability to learn software applications as required.

PREFERRED EDUCATION AND EXPERIENCE:

• Previous experience in a contact center or healthcare environment is valued, but not required.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

US Eye provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.