[Hiring] Patient Communications Representative I @Panorama Eye Care LLC

Role Description

The Patient Communications Representative I for the Call Center will contribute to the fulfillment of Panorama Eyecare’s mission statement by:

• Making appointments and verifying insurance participation.
• Being a welcoming voice for all patients calling Panorama Eyecare.
• Following established office guidelines and serving as a general information source for patients.
• Working independently and as part of a team with little supervision.
• Adding to the dynamic of the department and Panorama Eyecare as a whole.

Major Responsibilities:

• Answer the phone before the third ring.
• Always positive and friendly with patients, co-workers, and anyone who calls in to the Eye Center.
• Verifies patient information and confirms phone number, address, insurance information (including vision plans).
• Obtains and retains knowledge of insurance company participation and billing requirements.
• Updates patients' information correctly in the system.
• Answers general billing questions for patients following established guidelines.
• Assists with answering incoming telephone calls and routing them according to established guidelines.
• Puts patients first and stops all non-work-related conversations when there are calls, voicemails, emails in the queues.
• Answers and screens telephone calls, voicemails, emails efficiently.
• Serves as the primary point of contact for patient billing communications.
• Answers questions regarding insurance billing and office financial policies.
• Assists patients as needed.
• Provides the highest level of customer service to all patients.
• Assists in maintaining work area.
• Ensures confidentiality of medical records and patient information in accordance with HIPAA laws.

Additional Responsibilities:

• Calls patients back throughout the day when voicemails are left.
• Processes emails throughout the day as they are received.
• Ability to accurately manage 65+ calls per day, after six months of employment.
• Unavailable time does not exceed 55 minutes/day excluding breaks and lunch.
• Performs other duties as assigned.

Qualifications

• High school diploma or GED.
• Previous experience in a medical office setting preferred.
• Word processing/computer scheduling experience.
• Knowledge of typical office work environment.
• Previous customer service experience preferred.

Requirements

• Knowledge of basic computer skills and application software.
• Demonstrates consistent ability to multitask.
• Achieves and maintains a minimum average quality score of 95% after six months of employment.
• “Unavailable” times on phone less than 50 minutes/day.
• Ability and willingness to take initiative when there is a task that needs to be completed.
• Demonstrates positive time management skills.
• Exceptional attendance and punctuality.
• Demonstrated knowledge of English grammar and spelling.
• Effective in establishing and maintaining working relations with patients and staff.
• Possesses above average customer service skills.
• Demonstrated ability to maintain confidentiality of sensitive information (HIPAA compliance).

Benefits

• PTO Accruals Start at 3 Weeks.
• Comprehensive Medical and Dental Insurance.
• Company Paid Optical Allowance.
• Company Paid Routine Eye Care.
• Short Term and Long-Term Disability Insurances.
• Educational Allowance.
• Generous Paid Holiday Program.
• 401K With Company Match.