Patient Relations Specialist

Eye Care Partners Career Opportunities • Lakeland, FL

2d • Onsite

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, sometimes with guidance, while meeting KPI goals. The specialist escalates patients’ health concerns according to division guidelines, connects patients with resources for clinical advice and guidance, and navigates complex situations using sound, effective decisions.

The position supports multiple clinics and requires accurate handling of patient registration, demographic, clinical, billing, insurance, and financial information. The specialist uses electronic systems to schedule appointments and create patient charts, communicates with clinic teams through messaging systems, resolves routine problems, and maintains compliance with HIPAA and applicable safety policies. Travel to other site locations may be necessary.

Requirements

• High school diploma or GED equivalent.
• Favorable result on a background check.
• Basic to intermediate computer operation skills.
• Proficient in Microsoft Excel, Word, PowerPoint, and Outlook.
• Strong customer service skills and a customer-focused approach.
• Excellent written, listening, and verbal communication skills; able to communicate effectively in English.
• Logical and critical-thinking skills, with basic to intermediate problem-solving ability, including mathematics.
• Attention to detail, a professional attitude and appearance, and reliability.
• Positive attitude and flexibility in accepting work assignments and priorities.
• Ability to meet attendance and punctuality expectations.
• Management and organizational skills to support leadership of the function.
• Ability to follow or provide verbal and written instructions, with sufficient grammar and spelling skills to avoid errors or misinterpretations.
• Interpersonal skills to support customer service, functional needs, and teammates.
• Knowledge of systems related to the job function and state and federal regulations applicable to the role; general understanding of HIPAA guidelines.
• 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 meeting the company liability carrier’s standards.
• Ability to meet the stated physical requirements, including lifting, carrying, pushing, and pulling items up to 25 pounds and frequent 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.
• 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, following standard call-opening, call-content, and call-closing practices.
• Provide exceptional customer service and patient-focused support.
• Verify and accurately capture patient demographics, insurance, and appropriate medical information.
• Schedule appointments in the appropriate electronic system and follow clinic protocols, including prioritizing health concerns according to urgency.
• Resolve patient questions and problems efficiently and promptly.
• Provide callers with appointment details and information about clinic guidelines, locations, 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 demographic, clinical, billing, insurance, and financial information.
• Create patient charts in electronic databases and maintain accurate records.
• Relay information to clinic team members through appropriate messaging systems.
• Ensure patient registrations are complete and accurate, and obtain information in a timely and efficient manner.
• Maintain compliance with HIPAA rules and regulations.
• Follow established processes to resolve routine problems with prescribed solutions.
• Work cooperatively with Patient Relations, Referrals, and Clinic teams to achieve departmental goals.
• Follow safety policies and procedures while supporting high-quality care and customer service.
• Perform other duties that may be necessary or in the organization’s best interest.

Benefits

• Medical insurance
• Vision insurance
• Dental insurance
• Life insurance
• 401(k) with employer matching
• Paid time off
• Paid holidays
• Paid maternity leave
• Employee discounts
• Competitive base pay

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED