PAC- Patient Access Center Representative

US Eye•Venice, FL

6d•Onsite

About The Position

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.

Requirements

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.
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.

Nice To Haves

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

Responsibilities

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.