Patient Engagement Associate I

Eye Health America; South Carolina; On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Matching 401(k)

Employee Discount

Wellness Program

Paid Vacation & Holidays

Job summary

Eye Health America is seeking a Patient Engagement Associate I to provide top-notch service, handling scheduling inquiries and basic concerns across phone, chat, and email. You will offer accurate information, document interactions in the EHR system, and work with clinics to ensure a smooth patient experience.

The role emphasizes strong communication, teamwork, HIPAA compliance, and a commitment to positive patient outcomes while contributing to service quality and performance metrics.

Qualifications

• Respond to scheduling inquiries across multiple channels.
• Resolve basic concerns and provide accurate information.
• Adhere to HIPAA data privacy guidelines.
• Maintain accurate records in the practice management and EHR systems.

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 teams as needed.
• Maintain understanding of doctors, services, and policies to provide accurate information.
• Record customer interactions and resolutions in practice management and EHR systems.
• Adhere to company policies and HIPAA data privacy guidelines.

Skills

Excellent customer service

Communication skills

Teamwork

Multitasking

Active listening

Attention to detail

Education

High school diploma or equivalent

Tools

EHR systems

Job description

All Jobs > Patient Engagement Associate I

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.

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

• Matching 401(k)
• Employee Discount
• Wellness Program
• Paid Vacation & Holidays

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.