Patient Engagement Associate I

Eye Health America; Easley (SC); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical, Dental, Vision, Short-term &

Long-term Disability

Job summary

Eye Health America is seeking a Patient Engagement Associate to provide exceptional customer service across scheduling inquiries and basic concerns. You will communicate through multiple channels, resolve issues, and ensure accurate information while maintaining HIPAA and privacy guidelines.

The role emphasizes strong communication, problem-solving, and teamwork, with a focus on delivering a positive patient experience through careful documentation and collaboration with internal teams.

Qualifications

• Excellent customer service and communication skills required.
• Ability to work as a team member and support colleagues.
• Manage multiple tasks simultaneously with organization.
• Strong active listening and note-taking abilities.
• Detail-oriented with careful records and follow-through.
• Respectful treatment of patients and co-workers.

Responsibilities

• Interact with customers via telephone, email, chat, SMS to address inquiries and provide information.
• Analyze customer concerns, troubleshoot problems, and coordinate with other teams as needed.
• Maintain understanding of doctors, services, and policies to offer accurate info.
• Record interactions and resolutions in practice management and EHR systems.
• Ensure adherence to HIPAA data privacy guidelines and company procedures.
• Gather and relay customer feedback to teams for service improvement.
• Aim to meet productivity, resolution, and customer satisfaction metrics.
• Maintain professionalism and courtesy in all interactions, even with upset customers.
• Collaborate with colleagues and supervisors over phone and chat to share best practices.

Skills

Customer service

Communication

Teamwork

Multitasking

Active listening

Attention to detail

Education

High school diploma or equivalent

Driver’s license

Job description

Description

The Patient Engagement Associate delivers exceptional customer service by responding to scheduling inquiries, resolving basic concerns, and providing accurate information through multiple communication channels. The role requires strong communication skills, effective problem-solving abilities, and a commitment to ensuring a positive customer experience.

Description

The Patient Engagement Associate delivers exceptional customer service by responding to scheduling inquiries, resolving basic concerns, and providing accurate information through multiple communication channels. The role requires strong communication skills, effective problem-solving abilities, and a commitment to ensuring a positive customer experience.

Essential Functions & Responsibilities

• Interact with customers via telephone, email, chat, SMS, or other communication channels to address inquiries, resolve problems, and provide product/service information.
• Analyze customer concerns and issues, troubleshoot problems, and work towards satisfactory resolutions. This may involve coordinating with other departments or teams as needed.
• Maintain a thorough understanding of the company's doctors, services, and policies to provide accurate information and solutions to customers.
• Record customer interactions, issues, and resolutions accurately in the company's practice management and EHR systems.
• Ensure adherence to company policies and procedures while handling customer interactions, including industry regulations and HIPAA data privacy guidelines.
• Gather and relay customer feedback and insights to the appropriate teams for continuous improvement in the patient service experience.
• Strive to meet or exceed established performance metrics such as productivity goals, resolution rates, handle times, offline times, and customer satisfaction scores.
• Maintain a professional and courteous demeanor in all customer interactions, even when dealing with challenging or upset customers.
• Collaborate with colleagues and supervisors over phone and chat to share information, best practices, and assist in problem-solving.

Benefits

As a team member at Eye Health America, you’ll enjoy:

• Medical, Dental, Vision, Short-term Disability, Long-term Disability, Life Insurance, etc.
• Matching 401(k)
• Employee Discount
• Wellness Program
• Paid Vacation & Holidays
• Training/Advancement opportunities

Requirements

Minimum Qualifications:

• High school diploma or equivalent.
• Valid and active Driver’s License.

Skills & Abilities

• Excellent customer service and communication skills.
• Ability to work as a team member.
• Management of multiple tasks simultaneously.
• Strong active listening and note-taking skills.
• Strong organization with attention to detail.
• Respectful treatment of patients and co-workers.