Patient Engagement Associate I

Eye Health America; Easley (SC); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) matching

Employee discount

Wellness program

Paid vacation and holidays

Training opportunities

Job summary

Eye Health America is seeking a Patient Engagement Associate to deliver exceptional customer service across phone, email, and chat. You will respond to scheduling inquiries, resolve basic concerns, and provide accurate information while maintaining HIPAA compliance in all interactions.

The role emphasizes strong communication, teamwork, and the ability to manage multiple tasks while upholding patient-centered service standards. On-site support in Easley, SC is expected.

Qualifications

• High school diploma or equivalent.
• Active driver’s license in good standing.
• Excellent customer service and communication skills.
• Ability to work as part of a team and handle multiple tasks.

Responsibilities

• Interact with customers via telephone, email, chat, SMS, or other channels to address inquiries and provide information.
• Analyze customer concerns, troubleshoot problems, and coordinate with other departments as needed.
• Maintain understanding of doctors, services, and policies to provide accurate information.
• Record customer interactions and resolutions in EHR and practice management systems.
• Ensure HIPAA data privacy compliance in all interactions.
• Gather and relay customer feedback to relevant teams for improvement.
• Strive to meet performance metrics such as productivity and customer satisfaction.
• Maintain a professional and courteous demeanor with all customers.
• Collaborate with colleagues and supervisors to share information and solve problems.

Skills

Customer service

Communication

Team player

Multitasking

Active listening

Note-taking

Attention to detail

Respectful demeanor

Education

High school diploma

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.

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

• 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

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.