Patient Educator

Grand Rapids Ophthalmology•Grand Rapids, MI

About The Position

The Patient Educator interfaces between patients who are interested in surgery and the medical, technical, and administrative staff. They provide in-person or virtual screenings, balanced education, and counseling to prospective patients regarding the benefits of surgery and their options. They discuss cost and payment options including their intraocular lens options (ATIOLs). They may also assist in maintaining relationship management systems including data entry of marketing and outcome data. Ideally, patient education starts before the patient comes in for cataract or refractive surgery evaluation. This is managed by contacting the patients before their scheduled appointment via email, phone, or text messages and by sharing information verbally, in writing, or with links to short videos. Once in the office, the Patient Educator meets with the patient prior to seeing the doctor, usually during the time after they have undergone technician exam procedures and is waiting to see the physician.

Requirements

High School diploma or equivalency is required.
Demonstrates understanding of business and how actions contribute to company performance
Demonstrates excellent customer service skills
Desire to gain industry knowledge and training
Demonstrates initiative in accomplishing practice goals
Ability to grow, adapt, and accept change
Consistently creating a positive work environment by being team-oriented and patient-focused
Utilizes Electronic Health Record (EHR) system and all other software systems in accordance with ECP protocols
Uses creativity/innovation in carrying out responsibilities/introducing new ideas or programs; adapts traditional methodologies in accordance with a changing business environment.
HIPAA compliance is strictly followed in accordance with industry regulations
May make recommendations regarding policies associated with the job’s purpose and essential responsibilities.
While performing the duties of this job, the employee is regularly required to stand and walk and sometimes sit; use hands to type, handle, or feel objects or controls; reach with hands and arms; and talk or hear.
Regular attendance is a necessary and essential function.

Nice To Haves

Excellent verbal and written communication skills.
Ability to interact with patients and all levels of employees in a courteous, professional manner at all times.
Knowledge of clinic

Responsibilities

Provide exceptional customer service during every patient encounter (in person or via phone).
Display a professional attitude, greet patients promptly with a smile, and thank them when they leave
Practice urgency at all times with patient’s time, as well as doctor’s time and schedule, managing patient flow
Comply with all company policies and procedures including HIPAA (Health Insurance Portability and Accountability)
Serves as support to patients for patient education, counseling, and inquiries:
Discussion of patient's vision goals for after surgery
Discussion of patient's daily living activities and hobbies
Explanation of eye anatomy and the cataract or refractive surgical procedure
Explanation of each lens or package options and the benefits and limitations of these technologies (as appropriate for patient's needs)
Provides ATIOL educational materials to patients through different modalities (I.e., Rendia, video links, printed materials, etc.), and assists with maintaining patient access to these materials throughout the practice
Provides explanation of lens or package pricing structure and payment/financing options with prospective patients 1 Serves as the liaison between patients and physicians:
Communicates patient's vision goals and ATIOL interest
Communicates past ocular history as related to potential candidacy for ATIOL (i.e., refractive surgery, monovision, contact lens wear, astigmatism, trauma, pathology, etc.)
Coordinates with practice staff to ensure seamless patient transfers
Facilitates prompt, professional, patient-friendly communications (i.e., phone calls, emails, portal, etc.) between patient and physician or referring physician and surgeon Assists in the practice development of ATIOL Program:
Collaborates with administration for patient incentive letters, marketing for promotions, and gathering patient testimonials for practice materials and social media
Compiles and generates patient data using tracking tools and/or spreadsheets
Sends practice, product and/or treatment, and financing information via email or mail to non-closed leads
Follows up with non-closed leads via phone, email, portal or mail and records progress using tracking tools and/or spreadsheets
Job may require other duties as assigned.