PAC- Patient Access Center Representative

US Eye•Venice, FL

1h•Onsite

About The Position

The Patient Access Center Representative is part of US EYE’s newly formed Patient Access (Call Center) Team and serves as a first point of contact for the patient experience. The role assesses patient needs, schedules appointments, and responds to inquiries from the public by phone and through other channels. Representatives work in a high-volume, fast-paced environment and are expected to remain friendly, focused, and calm under pressure while providing a high-quality patient experience. This is a full-time, hourly, on-site position. Occasional travel may be required.

Requirements

High school graduate.
Previous experience in a customer service role or call center.
Technology savvy, with competency in Office Suite and the ability to learn software applications as required.
Ability to provide exceptional customer service in support of high patient experience standards.
Ability to accurately follow oral and written instructions.
Strong oral communication skills, including clear and professional communication with patients.
Ability to address and resolve conflicts when dealing with the public.
Ability to maintain confidentiality in accordance with HIPAA requirements.
Strong time management skills.
Ability to interact professionally, respectfully, and courteously with the public and coworkers.
Ability to work independently and remain internally motivated in a fast-paced environment.

Nice To Haves

Previous experience in a contact center or healthcare environment.

Responsibilities

Answer and triage incoming calls in a high-volume setting in a courteous and professional manner.
Provide patients with an exceptional experience that supports high patient satisfaction.
Respond to appointment requests received by email, Phreesia, and other channels.
Work with the contact center team to manage the phone queue and respond efficiently, mindful of service response times.
Schedule appointments accurately according to practice templates and protocols.
Assist referring physicians with scheduling patients.
Obtain patient demographic, clinical, and insurance information and enter it accurately into the practice management system.
Learn, retain, and apply medical knowledge related to scheduling, surgical, and clinical protocols.
Meet productivity and patient care standards aligned with the practice’s patient experience standards.
Maintain patient confidentiality.
Build strong work partnerships throughout the practice to provide patients with accurate, high-quality information.