Patient Relations Associate (Receptionist) | Quezon City (TriNoma)

Asian Eye Institute, Inc.; Quezon City; Presencial; PHP 279.000 - 469.000; Jornada completa

Descripción de la vacante

Asian Eye Institute, Inc. is seeking a Patient Relations Associate to welcome and assist patients, ensuring a warm and smooth experience from entry to post-visit.

You will handle front desk duties, appointment scheduling in the EMR system (Compulink), inquiries, payments, and post-visit coordination while maintaining a courteous, patient-first approach.

Ideal candidates demonstrate clear communication, attention to detail, and the ability to multitask in a busy clinic environment.

Formación

• Welcomes patients warmly and provides a high-level front desk service.
• Maintains accurate patient details and records during visits.
• Supports patient inquiries with clear, friendly communication.
• Demonstrates attention to detail and a patient-first mindset.

Responsabilidades

• Greet patients at the front desk and verify identity.
• Enter new appointments into EMR (Compulink) with complete details.
• Assist with seating, wait times, and informational materials for patients.
• Coordinate pre- and post-visit procedures, including follow-ups.
• Assist with payments, bills, and receipts, ensuring accuracy.
• Document patient feedback and coordinate with the Patient Relations Manager.

Conocimientos

Customer service

Communication

Multitasking

Herramientas

Compulink EMR

Descripción del empleo

About the Role

We are looking for a Patient Relations Associate who enjoys working with people and is passionate about creating a warm, smooth, and positive experience for every patient.

In this role, you will be part of the front-line team, assisting patients throughout their visit—from scheduling appointments and answering inquiries to supporting payments, benefits verification, and post-visit coordination. Your attention to detail, responsiveness, and genuine care will help ensure that every patient feels welcomed, informed, and well taken care of.

Key Responsibilities

1. PATIENT RELATIONS

• Welcome patients warmly at the front desk with a friendly smile at the start of each shift.




• Politely request a government-issued ID, verify the patient’s identity against the appointment list, and assist with the digital check-in process.




• Help patients get settled comfortably by assisting with seating, providing informational brochures, and keeping them informed of expected wait times.




• Keep an eye on seating capacity and proactively assist patients when the lobby becomes crowded by providing updates and offering simple comforts such as water and magazines.




• Immediately report any spills or potential hazards to Facilities and help ensure that the reception area remains clean, sanitized, safe, and clutter-free.




• Provide a personalized and quality experience for VIP patients by proactively coordinating their appointments and special requests, personally greeting and escorting them throughout their visit, promptly addressing inquiries and concerns, and conducting post-visit follow-ups to help ensure a seamless and memorable experience.

2. APPOINTMENT SCHEDULING AND COORDINATION

• Accurately enter new appointments into the EMR System (Compulink), ensuring that patient details, doctor code, clinic room, and reason for visit are complete and correct.




• Assist patients who need to change their appointments by checking provider availability, updating the booking, and sending a new confirmation through SMS or email.




• Keep the \"Daily Appointment Changes\" spreadsheet updated with all rescheduled and canceled appointments for accurate reporting.




• Assist walk-in patients by understanding their needs and, for non-emergency cases, offering the next available appointment or wait-list option with the patient’s consent.




• Promptly coordinate urgent or emergency cases with the on-call ophthalmologist and Patient Relations Manager, while documenting the request time and nature of the urgency.

3. PATIENT COMMUNICATION AND SUPPORT

• Answer calls within three rings using the standard greeting and customer service scripts.




• Accurately record call details - including caller name, patient MRN, purpose of the call, and action taken in the daily \"Call Log\".




• Respond to patient emails within two business hours, providing clear and helpful guidance while referring complex clinical questions to the appropriate Medical Office staff.




• Provide printed pre-procedure instructions, such as fasting requirements and medication pauses, and take time to review the key points with patients and answer their questions.




• Conduct post-procedure follow-ups within 48-72 hours to check on patient comfort, remind patients of scheduled post-operative check-ups, and promptly coordinate any concerns or possible complications with the clinical team.




• When a patient shares a concern or complaint, listen attentively, acknowledge the concern, apologize for any inconvenience, and document the matter in the \"Patient Feedback\" form.




• Where appropriate, help identify immediate solutions, such as an expedited appointment or specialist referral, coordinate with the Patient Relations Manager, and follow through to help ensure resolution within 24 hours.

4. BILLING ASSISTANCE & BENEFITS VERIFICATION

• Assist patients with billing by presenting the appropriate invoice based on the scheduled procedure, accurately computing co-payments using institutional rates, processing cash or card payments, and issuing official receipts with the correct transaction codes.




• File a copy of the receipt in the patient’s physical file and scan/upload the digital copy into the PMS within one hour of payment.




• Before the appointment, verify insurance coverage through the insurer hotline, including policy limits, exclusions, and co-payment percentages, and document the results in the \"Insurance Verification\" log.




• Clearly explain any out-of-pocket expenses not covered by insurance, secure the patient’s written acknowledgment, and ensure that it is properly filed.