OPH/Patient Engagement Center Advocate

EyeCare Partners; Cincinnati (OH); Remote; USD 44,083,000 - 49,594,000; Full time

Benefits offered by this job

Remote work

Paid remote training

Job summary

EyeCare Partners in the United States is seeking a Patient Engagement Center Advocate to support patients and providers via inbound and outbound calls, scheduling, and message capture. You will work remotely with training provided and must reside in one of the eligible states. The role emphasizes customer service, accuracy in the EMR, and KPI achievement, with opportunities to grow within a clinically integrated eye care network.

Qualifications

• 1+ years in a call center, customer service, medical office or receptionist role.
• Previous optometric or ophthalmic experience strongly preferred.
• Strong communication, multitasking and problem-solving skills.

Responsibilities

• Respond to incoming calls for all sites promptly and with high quality.
• Schedule patient appointments in the EMR based on physician preferences.
• Document patient requests and information clearly in the EMR.
• Maintain efficient call handling to meet daily production goals.
• Coordinate with team members to ensure smooth office workflow.
• Stay up-to-date on site protocols and physician schedules for accurate information.
• Adhere to safety policies and contribute to high-quality customer service.
• Perform additional duties as needed to support the organization.

Skills

Call center

Customer service

Medical office

Receptionist

Education

High School diploma

Tools

EMR systems

NextGen

Excel

Word

Outlook

Job description

EyeCare Partners is the nation’s leading provider of clinically integrated eye care. Our national network of over 300 ophthalmologists and 700 optometrists provides a lifetime of care to our patients with a mission to enhance vision, advance eye care and improve lives. Based in St. Louis, Missouri, over 650 ECP-affiliated practice locations provide care in 18 states and 80 markets, providing services that span the eye care continuum. For more information, visitwww.eyecare-partners.com.

Job Title

Patient Engagement Center Advocate

Pay

$ 17.00/HR; No Negotiation

Position is Fully Remote, Paid Remote Training

Please note location and time zone

Must Live in 1 of these 18 States - No exceptions!

• Missouri
• Florida
• Kansas
• Kentucky
• Pennsylvania
• Virgina
• New Jersey
• Texas
• Alabama
• North Carolina
• Georgia
• Ohio
• Indiana
• Arizona

Job Summary

The Patient Engagement Center Advocate role will provide service to patients and providers via inbound and outbound calls while scheduling appointments, capturing messages for the clinic staff and providers, and addressing the needs of the customer with occasional guidance while ensuring KPI goals are met.

Duties and Responsibilities

• Respond to incoming phone calls for all sites promptly and in an exceptional quality manner.
• Appropriately schedule patient appointments in our EMR system based on physician preferences.
• Clearly and concisely document patient requests and pertinent information via EMR so that we can successfully respond to patient needs.
• Through appropriate call control, ensure that calls are handled efficiently to attain daily call production goals.
• Coordinates work efforts with other team members to achieve an efficient workflow within the office.
• Maintain strong knowledge of all site protocols and physician schedules/changes to ensure appropriate information is provided to patients.
• Adheres to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service.
• Performs other duties that may be necessary or in the best interest of the organization.

Education, Licensure & Certification Requirements

• High School or GED

Experience Requirements

1+ years related experience in a call center, customer service, medical office or as a receptionist.

Previous medical office experience preferred; previous optometric or ophthalmic experience strongly preferred.

Knowledge, Skills and Abilities Requirements

• Ability to multi-task and work multiple computer programs at once
• Ability to adapt to change based on business needs
• Professional in appearance and actions
• Logical and Critical thinking skills
• Customer-focused with excellent written, listening and verbal communication skills
• Enjoys learning new technologies and systems
• Detail oriented, professional attitude, reliable
• Exhibits a positive attitude and is flexible in accepting work assignments and priorities
• Meets attendance and tardiness expectations
• Ability to follow or provide verbal & written instructions with sufficient grammar and spelling skills to avoid mistakes or misinterpretations
• Interpersonal skills to support customer service, functional, and teammate support need
  • Able to communicate effectively in English, both verbally and in writing
• Ability for basic to intermediate problem solving, including mathematics
• Intermediate to advanced computer operation
  • Proficiency with Microsoft Excel, Word, and Outlook
• Specialty knowledge of systems relating to job function
  • E360/NextGen or applicable EMR system, credentialing eligibility program, phone system.
• Knowledge of state and federal regulations for this position; general understanding of HIPAA guidelines

Location

For remote team members, maintain the ability to work in a remote environment while performing required duties and remaining patient focused. Able to work varying shifts including early mornings/evenings to attend meetings and cross training or support other initiatives. The team member is responsible for providing and maintaining a workspace where interruptions are controlled during work hours. The work area should have minimum noise and distraction and be suitable for guarding confidential Company information

NOTE

Job descriptions are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about jobs. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered foretreatmentwithout attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.