PAC- Patient Access Center Representative
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-call-volume environment and are expected to remain friendly, focused, and calm under pressure while providing an exceptional patient experience. This is a full-time, hourly, on-site position. The work environment is fast-paced and requires strong time-management and productivity skills. Representatives should be internally motivated and able to work independently. Minimal travel may be required from time to time.
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 that supports high patient experience standards.
- Ability to accurately follow oral and written instructions.
- Strong oral communication skills; communicate clearly and professionally with patients, with a high level of self-awareness.
- 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 is valued but not required.
Responsibilities
- Answer and triage incoming calls in a high-volume setting courteously and professionally, providing an exceptional patient experience.
- Respond to appointment requests received by email, Phreesia, and other alternate paths into the practice.
- Work with the contact center team to manage the phone queue and respond efficiently while remaining 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 accurately enter it 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 patient experience standards.
- Ensure patient confidentiality.
- Establish strong work partnerships throughout the practice to provide patients with high-quality, accurate information.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
