Patient Communications Representative I

Patient Communications Representative I For The Call Center

At Panorama Eyecare, we are a community of dedicated professionals united in our quest to provide the best eyecare anywhere. Join us in shaping the future of eyecare as we thrive together!

The Patient Communications Representative I for the Call Center will contribute to the fulfillment of Panorama Eyecare's mission statement by making appointments, verifying insurance participation, and being a welcoming voice for all patients calling Panorama Eyecare. They follow established office guidelines and serve as a general information source for patients while remaining upbeat and positive. They are also able to work independently and as part of a team with little supervision. They add to the dynamic of the department and to Panorama Eyecare as a whole.

Major Responsibilities:

• Answer the phone before the third ring.
• Always positive and friendly with patients, co-workers and anyone who calls in to the Eye Center.
• Verifies patient information and confirms phone number, address, insurance information (including vision plans).
• Obtains and retains knowledge of insurance company participation and billing requirements including when an authorization is needed, when a referral is needed or when an account needs to be escalated to a collection specialist.
• Updates patients' information correctly in the system, providing consistency for patient listing and billing information- including name, DOB, address, phone number, email address, insurance with few errors.
• Answers general billing questions for patients following established guidelines.
• Assists with answering incoming telephone calls and routing them according to established guidelines using the provided triage guide.
• Puts patients first and stops all non-work-related conversations when there are calls, voicemails, emails in the queues.
• Answers and screens telephone calls, voicemails, emails efficiently, providing non-medical instructions to patients regarding their upcoming office visits or statement balances.
• Serves as the primary point of contact for patient billing communications, addressing inquiries, offering assistance with account-related concerns.
• Answers questions regarding insurance billing and office financial policies
• Assists patients as needed.
• Provides the highest level of customer service to all patients.
• Assists in maintaining work area.
• Ensures confidentiality of medical records and patient information in accordance with HIPAA laws.

Additional Responsibilities:

• Productivity: Calls patients back throughout the day when voicemails are left.
• Productivity: Processes emails throughout the day as they are received.
• Productivity: Ability to accurately manage 65+ calls per day, after six months of employment.
• Productivity: Unavailable time does not exceed 55 minutes/day excluding breaks and lunch.
• Performs other duties as assigned.

Requirements:

• High school diploma or GED.
• Previous experience in a medical office setting preferred.
• Word processing/computer scheduling experience.
• Knowledge of typical office work environment.
• Previous customer service experience preferred.

Performance/Skills Requirements:

• Knowledge of basic computer skills and application software.
• Demonstrates consistent ability to multitask.
• Achieves and maintains a minimum average quality score of 95% after six months of employment.
• "Unavailable" times on phone less than 50 minutes/day
• Ability and willingness to take initiative when there is a task that needs to be completed. Does not remain idle when there is work to be done.
• Demonstrates positive time management skills.
• Exceptional attendance and punctuality.
• Demonstrated knowledge of English grammar and spelling.
• Effective in establishing and maintaining working relations with patients and staff.
• Possesses above average customer service skills.
• Demonstrated ability to maintain confidentiality of sensitive information (HIPAA compliance).

Additional Job Details:

• This is a Full time Position.
• Candidates must be located within commutable distance of Fort Collins, CO or Cheyenne, WY. This role begins with a 4 to 6 month onsite training period at our Fort Collins location at 2809 E. Harmony Rd, Suite 130, Fort Collins, CO 80528. Upon successful completion of training, candidates will have the potential opportunity to transition to remote work.
• Starting at $18-$19 an hour based on experience/certification(s).

Our Growth Opportunities:

At Panorama Eyecare, we care about our employee's ability to grow within the company. Therefore, we have created career growth plans that allow employees the ability to work toward their professional growth. We encourage all employees to apply for internal openings they may be qualified for, and we welcome the opportunity to interview and coach employees on how to grow.

Our Employee Perks:

• PTO Accruals Start at 3 Weeks
• Comprehensive Medical and Dental Insurance
• Company Paid Optical Allowance
• Company Paid Routine Eye Care
• Short Term and Long-Term Disability Insurances
• Educational Allowance
• Generous Paid Holiday Program
• 401K With Company Match

Embark on a rewarding journey with Panorama Eyecare and become part of a team that embodies the values of Partnership, Engagement, Excellence, and Stewardship. As an Eyecare Professional, you will not only provide exceptional patient care, but also shape the future of our practices. Together, we are transforming the eyecare landscape.

Panorama Eyecare is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any characteristic protected by law.