Patient Relations Specialist, Call Center

Bennett and Bloom Eye Centers•Louisville, KY

2d•Remote

About The Position

The Patient Relations Specialist provides service to patients and providers through inbound and outbound calls. The role schedules appointments, captures messages for clinic staff and providers, and addresses customer needs while meeting KPI goals. The specialist escalates patients’ health concerns according to division guidelines, connects callers with resources for clinical advice and guidance, and navigates complex situations using sound judgment. This position is located in Louisville, Kentucky. Training is conducted onsite for four weeks, after which the position is remote. The role is full-time, with offices open Monday through Friday from 8 a.m. to 5 p.m.; some earlier or later work may be needed as required.

Requirements

High school diploma or GED equivalent.
One year of related experience and/or training, or an equivalent combination of education and experience.
Favorable background-check result.
Basic computer skills.
Strong customer service skills.
Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.
Excitement to learn and grow.

Responsibilities

Answer calls for multiple clinics efficiently, using standard call opening, content, and closing practices.
Provide exceptional customer service and patient-focused support.
Verify and accurately record patient demographics, insurance, and relevant medical information.
Schedule appointments in the appropriate electronic system and follow clinic protocols, including prioritizing health concerns by urgency.
Resolve patient questions and problems efficiently and promptly.
Provide callers with appointment details and information about locations, clinic 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 collect 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.
Comply with HIPAA rules and regulations.
Use established processes to resolve routine problems with clearly prescribed solutions.
Work cooperatively with Patient Relations, Referrals, and Clinic Teams to accomplish departmental goals.
Follow safety policies and procedures while supporting high-quality service.
Perform other duties as necessary or in the organization’s best interest.