Patient Experience Specialist I

Atlantic Vision Partners•Williamsburg, VA

About The Position

AVP SEES Group is seeking a reliable, detail-oriented Patient Experience Specialist I for an eye clinic. The role supports a positive patient experience by welcoming clients, managing calls, and handling patient check-ins and check-outs efficiently. The specialist registers patients, verifies records and insurance information, schedules appointments and procedures, processes medical-record requests and payments, and reconciles daily cash reports and collected funds. The role requires computer literacy, strong communication and organizational skills, empathy, professionalism, and careful attention to accuracy and service quality. The position requires a high school diploma or GED; an associate degree is preferred. Healthcare or service-industry experience is preferred. Candidates must be willing to undergo a background check; drug screening applies to Ambulatory Surgery Centers only. Physical requirements include remaining stationary for extended periods, frequent use of hands, fingers, and computer equipment, communicating effectively, and occasionally lifting, carrying, pushing, or pulling an unspecified amount. Annual compliance training is required, along with compliance with HIPAA, OSHA, and company policies. The advertised pay range is $16–$21 per hour. Actual compensation depends on qualifications, experience, certifications, internal equity, and business needs. AVP SEES Group describes itself as one of the largest eye care networks in the Southeast and Mid-Atlantic and states its mission is to deliver the best possible patient outcomes, serve and educate its provider network, and fulfill commitments to stakeholders.

Requirements

Strong communication, outgoing, and positive interpersonal skills.
Empathetic personality and attention to patients’ needs.
Strong organizational skills, attention to detail, and ability to prioritize tasks.
Ability to work as a team member and uphold organizational standards and values.
Demonstrated computer literacy; required.
Excellent judgment, dependability, and diligence.
High ethical standards and integrity.
Accuracy and thoroughness, including monitoring one’s own work to ensure quality.
Customer and patient service orientation, including prompt responses and managing difficult or emotional situations with tact, empathy, and diplomacy.
Professionalism, including a positive outlook, pleasant manner, keeping commitments, dressing appropriately, and being well-groomed.
Ability to work cooperatively in group situations, support coworkers, resolve conflicts, inspire trust, and treat patients and coworkers with respect.
High school diploma or GED.
Willingness to submit to a background check; drug screening applies to Ambulatory Surgery Centers only.
Ability to remain stationary for extended periods, frequently use hands, fingers, and computer equipment, communicate effectively, and occasionally lift, carry, push, or pull an unspecified amount.

Nice To Haves

Healthcare and service-industry experience preferred.
Associate degree preferred.

Responsibilities

Answer incoming calls on a multi-line phone system, respond to inquiries, and make outbound calls to patients promptly and courteously.
Register patients and ensure their records are accurate and up to date.
Verify personal and insurance information for services and procedures.
Schedule appointments and procedures.
Reschedule missed appointments and cancellations.
Process medical-record requests.
Collect and process patient payments.
Reconcile daily cash reports and monies collected.
Complete other functions as requested by management.
Complete annual compliance training and comply with HIPAA, OSHA, and company policies.