Patient Experience Lead

The Atlantic Vision Partners Way

At Atlantic Vision Partners, we want our employees to love coming to work and doing what they love helping our patients see more clearly! We provide our employees with continued support through:

• On-Site Training
• Unlimited career growth opportunities within our 45 clinics in Virginia, North Carolina, and Tennessee
• Paid Certified Accreditations
• Unmatched resources like in-house tools to help serve our patients.

Your Mission

The Patient Experience Lead is responsible for overseeing front desk operations in the ophthalmology practice, ensuring a seamless and exceptional patient experience. This person leads by example and serves as the primary point of contact for the front desk staff, providing guidance, training, and support while working closely with the Practice or Clinical Manager to optimize efficiency and service quality. The Patient Experience Lead plays a critical role in fostering a patient-centric culture and ensuring operational excellence at the front desk.

What You'll Do

• Advanced Patient Care Coordination
• Leads and mentors the Patient Experience Coordinator I and II team members by example.
• Ensures smooth and efficient front desk operations, including patient check-in/check-out, scheduling, and insurance verification.
• Assists in the development and implementation of front desk policies and procedures to enhance workflow and patient satisfaction.
• Acts as the primary point of escalation for front desk issues, efficiently resolving patient concerns and operational challenges.
• Collaborates with the Practice Manager to identify areas for improvement and implement best practices.
• Monitors front desk performance metrics, ensuring adherence to key performance indicators (KPIs) such as wait times, patient satisfaction, and schedule utilization.
• Maintains strong knowledge of insurance policies, prior authorizations, and payment collections to assist in patient education and front desk support.
• Ensures compliance with HIPAA, OSHA, and company policies to maintain a safe and confidential environment.
• Coordinates staffing and shift coverage to ensure front desk operations run smoothly.
• Acts as a liaison between front desk staff and management, effectively communicating updates, concerns, and process improvements.
• Demonstrates intricate knowledge of all front desk duties.
• Addresses and resolves complex patient concerns or complaints, working directly with patients and medical staff to find solutions that align with company policies and patient needs.
• Leads the efforts to ensure patients receive clear and thorough explanations of their care plans, procedures, and post-care instructions, acting as their advocate throughout their journey.
• Assists in providing exceptional care by ensuring timely and accurate appointment scheduling, ensuring patients are well-informed about their visit times, and any needed documentation for their appointments (ex: insurance cards, copays, existing patient balances, etc.)
• Ensures smooth patient registration by performing all needed pre-registration tasks.
• Accurately collects and verifies patient information during check-in, ensuring that all forms, insurance details, and personal data are completed correctly and securely.
• Ensures 20/20 Patient Experience by:
• Anticipating patient's registration and billing needs,
• Anticipating patient's needs, such as water, snacks, etc.
• Providing consistent customer care

Other Responsibilities

• Demonstrate a strong commitment to confidentiality, ensuring that all patient information is protected and handled in compliance with applicable regulations.
• Provide general support to Patient Experience teams, contributing to the continuous improvement of patient care practices.
• Strong attention to detail, ensuring accurate record-keeping and documentation.
• Participate in all required trainings and employee engagement activities.
• Proficient with Microsoft Office Suite or related software
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.

Requirements:

• Metrics and Certifications to Qualify for Advancement to Tier II:
• At least 1 year as a front desk teammate at SEEMS or 2 years of experience at an external company with relevant experience.
• One of the following may be obtained in lieu of experience: Certified Healthcare Access Associate (CHAA) or Certified Patient Service Specialist (CPSS). Certification must be passed on to the local management team.
• Completion of at least 10 qualifying SEEMS Advancement Credits every 24 months.
• Demonstrate a comprehensive knowledge of all daily front desk duties. This must be signed off by your regional Training and Development Leader. Proactive- Keep others informed. Ask for help when needed, brings any challenges or concerns to leadership.
• Drive for Results Strives for improving the patient experience by committing to continuous improvement and doing above and beyond for optimal outcomes.
• Focus on Efficiency Utilizes technology, innovation, and process improvements to continuously improve efficiency and effectiveness.
• Teamwork- Participates as a team member and establishes strong working relationships with teammates and across the organization.
• Celebrates Change- Receptive to new ideas and responds to changes with flexibility and optimism.
• Forward-thinking attitude Consider how your actions and behavior influence or affect others, and how this will impact your future growth in the company.
• Continues Learning and Improvement- Acknowledges own strengths and development needs and works to strengthen capabilities.

Knowledge, Skills, and Abilities:

• Patient Experience Understanding and anticipate the patient's needs. Proactively strives to exceed our patient's expectations and provide ongoing education and communication.
• Proactive- Keep others informed. Ask for help when needed, brings any challenges or concerns to leadership.
• Analytical mind- capable of out-of-the-box thinking to solve problems.
• Professionalism- Displaying cautious, helpful, and ethical behavior. Maintaining composure even under difficult and challenging circumstances.
• Excellent Communication Skills written & verbal. Focus on becoming an active listener to better understand the needs of co-workers and patients.
• Drive for Results Strives for improving the patient experience by committing to continuous improvement and doing above and beyond for optimal outcomes.
• Focus on Efficiency Utilizes technology, innovation, and process improvements to continuously improve efficiency and effectiveness.
• Teamwork- Participates as a team member and establishes strong working relationships with teammates and across the organization.
• Celebrates Change- Receptive to new ideas and responds to changes with flexibility and optimism.
• Forward-thinking attitude Consider how your actions and behavior influence or affect others, and how will this impact your future growth in the company.
• Continues Learning and Improvement- Acknowledges own strengths and development needs and works to strengthen capabilities.

Ownership Skills:

• Help foster a positive workplace environment that encourages accountability, collaboration, and transparency.
• Self-awareness; understanding your learning style and personality traits. Focus on your strengths rather than your weaknesses.
• Pride in one's work by asking questions when needed, providing feedback, and completed job tasks in a timely manner.
• Aligning job responsibilities and projects with the company's goal and mission.
• Pro-active measures in daily work that anticipates problems and develops solutions.
• Ask for clarification when needed. Work in an organized and structured environment to minimize stress during busy workdays.
• Confidence to express ideas and solutions during meetings or projects. Openness to other employee's opinions and feedback.
• Establish performance goals and align personal interest and career aspiration with new tasks and responsibilities.
• Offer solutions to problems rather than presenting issues.
• Ask for constructive feedback regarding job performance.
• Share responsibility for actively maintaining "workload items" for clinical and support buckets.

Physical Requirement:

• Exerting up to twenty-five pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers.