Front Desk/Call Center Representative

Job Description

Job Description

Job Summary:

The successful Patient Communications Liaison is an essential member of our Ophthalmology/Optometry team, providing a central point of contact between patients and the providers to ensure clear, timely, and warm and professional communication throughout the patient experience. This role is vital to maintaining efficient operations and a positive patient experience, helping ensure patients feel informed, supported, and connected to their care team.

Why Join Our Team? For 50 years, Andover Eye has served the Merrimack Valley with comprehensive eye care, advanced treatment, surgical expertise, and innovative research. Work alongside experienced ophthalmologists and optometrists while gaining exposure to a dynamic, multi-specialty environment. Our active clinical research program and cross-training approach provides unique opportunities to expand your skills and grow your career. We’re committed to supporting professional development and financial opportunities in a collaborative, team-oriented culture where your contributions make a real impact.

Benefits:

• Medical/Dental
• Life Insurance
• 401(k)
• PTO
• Holidays

Primary Duties and Responsibilities:

• Register patients by gathering, verifying and entering in demographic information, collecting any co-payments or past balances.
• Scanning insurance cards, photo identification and medical records of patients.
• Monitor physicians' schedule daily to ensure proper rescheduling of patient appointments due to surgery, vacation time, etc.
• Schedule all patient appointments, assist patients in rescheduling and reaching out to those who no-show.
• Verify all patient insurance information in advance and request any referrals needed for upcoming visits.
• Balance the daily sheet to prepare for deposit as well as the cash drawer.
• Obtain signed registration sheets, permissions to file claims, releases, etc.
• Open and close the office determined by the schedule provided by your supervisor.
• Pull scheduled patient charts including add-ons and occasional charts needed three days prior to scheduled office visits. File loose information into charts and re-file charts into racks.
• Handle telephone receptionist responsibilities as needed from the phone line.
• Review all incoming faxes and distribute them to appropriate staff.
• Schedule physician appointment requests for patients with appropriate outside specialists, diagnostic testing, i.e. (MRI, CT scans, etc.) Obtain any prior authorizations needed for testing and obtain all diagnostic testing results.
• Handle medication refills with pharmacies and obtain any prior authorizations needed for medications.
• Review physician directions and medical instructions with patients to ensure understanding.
• Order office supplies as required.

Essential Skills:

• Displays consistent organization, accuracy, and attention to detail.
• Energetic, positive and empathetic personality.
• Consistently displays professionalism, congeniality and integrity to patients and coworkers. Communicates well with patients, co-workers and physicians in a manner that instills understanding, confidence and trust
• Excellent customer service skills, in person & over the phone, including working well with others and resolving conflict
• Demonstrates initiative and flexibility in individual role and in accomplishing practice goals.
• Maintains patient confidentiality
• Exhibits logical and critical thinking
• Proficient math skills; good with numbers
• Demonstrates working knowledge of eye anatomy, disease, symptoms and ocular meds.