Patient Relations Specialist

Eye Care Partners•Lakeland, FL

2d•Onsite

About The Position

The Patient Relations Specialist provides service to patients and providers through inbound and outbound calls, schedules appointments, captures messages for clinic staff and providers, and addresses customer needs with occasional guidance while meeting KPI goals. The role escalates patient health concerns according to division guidelines, connects patients with resources for clinical advice and guidance, and navigates complex situations using sound judgment. The specialist supports multiple clinics by gathering and maintaining accurate patient, insurance, clinical, billing, and financial information; creating patient charts; communicating with clinic teams; and helping ensure a positive patient experience. The role requires compliance with HIPAA and applicable safety policies. The position is full-time in Lakeland, Florida. Offices are open Monday through Friday, 8 a.m. to 5 p.m.; some earlier or later work may be needed. Travel to other site locations may be necessary.

Requirements

High school diploma or GED equivalent.
Favorable result on a background check.
Basic computer skills and basic-to-intermediate computer operation.
Strong customer service skills.
Excellent written, listening, and verbal communication skills; ability to communicate effectively in English, verbally and in writing.
Logical and critical thinking skills.
Detail-oriented, professional, and reliable, with a positive attitude and flexibility in accepting assignments and priorities.
Ability to follow or provide verbal and written instructions, with sufficient grammar and spelling skills to avoid mistakes or misinterpretations.
Interpersonal skills to support customer service, functional needs, and teammates.
Basic-to-intermediate problem-solving skills, including mathematics.
Ability to meet attendance and punctuality expectations.
Management and organizational skills to support leadership of this function.
Knowledge of systems relating to the job function and a general understanding of HIPAA guidelines and relevant state and federal regulations.
Must provide proof of identity and authorization to work in the United States.
If travel to other locations is required, access to dependable transportation and a driving record that meets company liability-carrier standards.
Ability to meet the role's physical requirements, including lifting, carrying, pushing, and pulling items up to 25 pounds; frequent walking, sitting, and standing; regular bending, stooping, and reaching; and continuous use of hands and technology.

Nice To Haves

One to three years of related experience in a call center or as a receptionist.
Healthcare experience.
Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.
Prior experience with NextGen software or another electronic medical record system.
Excitement to learn and grow.

Responsibilities

Answer calls for multiple clinics efficiently and effectively, using standard call-opening, content, and closing procedures.
Provide exceptional customer service and maintain a strong focus on patients.
Verify and accurately capture patient demographics, insurance, and appropriate medical information.
Schedule appointments using the appropriate electronic system and clinic protocols, prioritizing health concerns according to urgency.
Resolve patient questions and problems efficiently and promptly.
Provide callers with appointment details and information about clinic locations, guidelines, parking, and related matters.
Initiate and complete service recovery when warranted to support patient loyalty, satisfaction, and the clinic-patient relationship.
Interview patients or guarantors to obtain complete demographic, clinical, billing, insurance, and financial information.
Create patient charts by entering required information into electronic databases and maintain accurate records.
Relay information to relevant clinic team members through appropriate messaging systems.
Ensure patient registrations are thorough and accurate and completed in a timely, efficient manner.
Maintain compliance with HIPAA rules and regulations.
Follow established processes to solve routine problems.
Work cooperatively with Patient Relations, Referrals, and Clinic teams to achieve departmental goals.
Follow safety policies and procedures while supporting a culture of quality and customer service.
Perform other duties that may be necessary or in the organization's best interest.