Patient Relations Specialist

The Ophthalmology Group•Paducah, KY

1d•Onsite

About The Position

The Patient Relations Specialist role will provide service to patients and providers via inbound and outbound calls while scheduling appointments, capturing messages for the clinic staff and providers, and addressing the needs of the customer with occasional guidance while ensuring KPI goals are met. The Patient Relations Specialist will be responsible for scheduling patient appointments, escalates patients' health concerns in accordance with individual division guidelines, provides connections to resources for clinical advice and guidance, and navigates complex situations while making sound effective decisions.

Requirements

High School Diploma or GED Equivalent
Favorable result on Background Check
Basic computer skills
Strong customer service skills
Excitement to learn and grow
High school diploma or general education degree (GED) equivalent required
Must be able to provide proof of identity and right to work in the United States

Nice To Haves

Previous call center experience preferred, but not required
One year of related experience and/or training; or equivalent combination of education and experience preferred
Previous medical office experience preferred.
Previous call center experience preferred.
Previous ophthalmic experience strongly preferred.

Responsibilities

Answers calls for multiple clinics in an efficient and effective manner using standard greetings for opening of call, content of call and closure of call.
Demonstrate exceptional customer service and patient focus to make each encounter extraordinary.
Verify and accurately capture patient demographics, insurance, and appropriate medical information.
Schedule appointments using appropriate electronic system while following appropriate protocols for clinic/area, including prioritizing patient’s health concerns according to the department’s urgency.
Ensure that patient questions and problems are resolved efficiently, effectively, and expeditiously.
Provide information to patients and callers regarding appointment, date, time, location, clinic guidelines, parking, etc.
Initiate and complete service recovery as warranted to drive patient loyalty, patient satisfaction, and protect the clinic/patient relationship.
Interview patient/guarantor 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 the appropriate messaging systems
Ensure the quality of patient registrations by obtaining thorough and accurate information in a timely and efficient manner.
Maintain compliance with HIPAA rules and regulations.
Follows a well-established process to solve routine problems where solutions are clearly prescribed.
Work cooperatively with the Patient Relations, Referrals, and Clinic Teams to accomplish the goals of the departments.
Adheres to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service.
Performs other duties that may be necessary or in the best interest of the organization.