Patient Relations Specialist

Lakeland Eye Clinic • Lakeland, FL

8d

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 schedules patient appointments, escalates health concerns according to division guidelines, connects callers with resources for clinical advice and guidance, and navigates complex situations using sound, effective decisions.

The position supports multiple clinics and requires accurate collection and maintenance of patient demographic, insurance, clinical, billing, and financial information. The specialist uses electronic systems to schedule appointments and create patient charts, relays information to clinic teams through messaging systems, and follows applicable clinic protocols and HIPAA requirements. The role also supports service recovery, patient satisfaction, safety, and cooperation across Patient Relations, Referrals, and Clinic teams. Travel to other site locations may be necessary.

Requirements

• High school diploma or GED equivalent.
• Favorable 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.
• Logical and critical thinking skills and basic-to-intermediate problem-solving ability, including mathematics.
• Ability to follow or provide verbal and written instructions, with sufficient grammar and spelling skills to avoid mistakes or misinterpretations.
• Detail-oriented, professional, and reliable, with a positive attitude and flexibility in accepting assignments and priorities.
• Ability to meet attendance and punctuality expectations.
• Management and organizational skills to support leadership of the function.
• 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, including a general understanding of HIPAA guidelines.
• Proof of identity and authorization to work in the United States.
• Ability to travel to other site locations if necessary; employees who travel for work must have dependable transportation and a driving record meeting company liability-carrier standards.
• Ability to perform the stated physical duties, including lifting, carrying, pushing, and pulling items up to 25 pounds, and frequent use of hands and technology.
• One to three years of related call center or receptionist experience is preferred.
• Ability to learn new technologies and systems.

Nice To Haves

• Healthcare experience.
• Prior experience with NextGen software or another electronic medical record (EMR) system.
• One to three years of related experience in a call center or as a receptionist.

Responsibilities

• Answer calls for multiple clinics efficiently and effectively, using standard opening, call-content, and closing procedures.
• Provide exceptional customer service and maintain a patient-focused approach.
• 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 departmental urgency.
• Resolve patient questions and problems efficiently and promptly.
• Provide information about appointments, dates, times, locations, clinic guidelines, parking, and related matters.
• Initiate and complete service recovery when warranted to support patient loyalty and satisfaction and protect 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 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 a culture of quality and customer service.
• Perform other duties as necessary or in the organization's best interest.

Benefits

• Medical, vision, dental, and 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
• Career Level: Entry Level
• Education Level: High school or GED