PAC- Patient Access Center Representative
About The Position
The Patient Access Center Representative is part of the newly formed US EYE Patient Access (Call Center) Team and serves as a first point of contact for the patient experience. The representative assesses patient needs, schedules appointments, and responds to inquiries from the general public by phone. The role requires providing an exceptional patient experience while remaining friendly, focused, and calm in a high-call-volume environment. This is a full-time, hourly, onsite position. Occasional travel may be required. The work environment is fast-paced and requires strong time management and productivity skills. Representatives must be self-motivated and able to work independently.
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 and the ability to communicate clearly and professionally with patients.
- Ability to address and resolve conflict 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.
Nice To Haves
- Previous experience in a contact center or healthcare environment.
Responsibilities
- Answer and triage incoming calls courteously and professionally in a high-volume setting.
- Provide patients with an exceptional experience that supports high patient satisfaction.
- Respond to appointment requests received by email, Phreesia, and other alternate channels.
- Work with the contact center team to manage the phone queue and respond efficiently while meeting 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 for the patient experience.
- Maintain patient confidentiality.
- Build strong work partnerships throughout the practice to provide patients with accurate information.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
