Patient Communications Representative

Panorama Eye Care LLC•Fort Collins, CO

1d•$20 - $31•Remote

About The Position

Panorama Eyecare’s Patient Communications Representatives are service professionals and the first point of contact for patients across the organization. They support appointment scheduling, patient communications, and access to care, helping provide a seamless experience for patients, providers, and care teams. The role emphasizes patient-centered service and reflects Panorama Eyecare’s values of Partnership, Engagement, Excellence, and Stewardship. The position has three experience levels: Level I (0–2 years), Level II (2–4 years), and Level III Senior (4+ years). Responsibilities and expected skills vary by level, from foundational customer service and scheduling to complex problem solving, independent decision-making, mentoring, and process-improvement participation. This is a full-time remote position. Candidates must currently reside in CO, FL, KS, MA, MI, MO, NM, OR, PA, SC, VA, WY, TX, or NC. Pay depends on experience, certifications, and demonstrated skills: Representative I, $20.00–$21.99; Representative II, $22.00–$24.99; Representative III, $25.00–$31.00. Panorama Eyecare offers career growth plans and encourages employees to pursue qualified internal openings.

Requirements

High school diploma or GED.
Word-processing and computer experience.
Knowledge of basic computer skills and application software.
Knowledge of a typical office work environment.
Ability to multitask consistently.
Ability to achieve and maintain a minimum average quality score of 95% after six months of employment.
Keep unavailable time on the phone below 50 minutes per day.
Ability and willingness to take initiative and remain productive when work is available.
Positive time-management skills.
Exceptional attendance and punctuality.
Knowledge of English grammar and spelling.
Ability to establish and maintain effective working relationships with patients and staff.
Above-average customer-service skills.
Ability to maintain confidentiality of sensitive information and comply with HIPAA requirements.

Nice To Haves

Previous experience in a medical office setting.
Previous customer-service experience.
Previous contact-center experience.
For Level I: experience in customer service, administrative support, healthcare, or similar service-focused environments; professional communication, appointment scheduling, accurate data entry, multitasking, and ability to learn and apply new processes and systems.
For Level II: intermediate experience supporting customers, patients, or clients in service-oriented environments; managing complex scheduling, problem solving, handling escalated concerns, navigating multiple systems, prioritizing competing demands, and maintaining productivity and quality.
For Level III Senior: extensive experience supporting customers, patients, or clients through complex interactions and service needs; advanced problem solving, independent decision-making, mentoring or training, process-improvement participation, complex account resolution, and serving as a resource for team members and customers.

Responsibilities

Answer calls before the third ring and maintain a positive, friendly manner with patients, coworkers, and callers.
Verify patient information, including phone number, address, and insurance information, including vision plans.
Maintain knowledge of insurance participation and billing requirements, including authorization, referral, and escalation needs.
Update patient information accurately in the system, including name, date of birth, address, phone number, email address, and insurance information.
Answer general patient billing questions according to established guidelines.
Answer incoming telephone calls and route them according to established guidelines and the triage guide.
Prioritize calls, voicemails, and emails over non-work-related conversations while queues are active.
Screen and respond efficiently to telephone calls, voicemails, and emails, providing non-medical instructions about upcoming visits or statement balances.
Serve as the primary point of contact for patient billing communications and assist with account-related concerns.
Answer general questions about insurance billing and office financial policies.
Assist patients as needed and provide a high level of customer service.
Maintain the work area and protect the confidentiality of medical records and patient information in accordance with HIPAA.
Return patient calls throughout the day when voicemails are left and process emails as they are received.
After six months of employment, accurately manage 65 or more scheduling calls per day.
Keep unavailable time to no more than 50 minutes per day, excluding breaks and lunch.
Perform other duties as assigned.