Patient Relations Specialist, Call Center

Eye Care Partners•Louisville, KY

3d•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 key performance indicator 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 judgment. The position is located in Louisville, Kentucky. Training is on-site for four weeks, after which the position is remote.

Requirements

High school diploma or GED.
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.
Excitement to learn and grow.
Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook.
Ability to lift, carry, push, and pull items up to 25 pounds.
Strong fine motor skills and full use of hands for grasping, writing or typing, and using technology.
Visual and auditory acuity, including color, depth, and peripheral vision and ability to adjust focus.

Responsibilities

Answer calls for multiple clinics efficiently using standard call-opening, call-content, and call-closing practices.
Provide exceptional customer service and maintain a patient-focused approach.
Verify and accurately capture patient demographics, insurance information, and relevant medical information.
Schedule appointments in the appropriate electronic system and follow clinic protocols, including prioritizing health concerns based on 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 appropriate to support patient loyalty and satisfaction and protect the clinic-patient relationship.
Interview patients or guarantors to obtain 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 complete and accurate, obtaining information in a timely and efficient manner.
Comply with HIPAA rules and regulations.
Use established processes to resolve routine problems with prescribed solutions.
Work cooperatively with Patient Relations, Referrals, and Clinic Teams to accomplish department goals.
Follow safety policies and procedures and support a culture of high quality and customer service.
Perform other duties that may be necessary or in the organization's best interest.