Patient Experience Lead - Call Center Operations

EyeCare Partners; Lexington (KY); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Full Benefits Package

401k + Employer Matching

Paid Time Off and Paid Holidays

Paid Maternity Leave

Optical Education Reimbursement

Competitive Base Pay

Job summary

Retina Associates of Kentucky is seeking a Patient Relations Lead to join our growing contact center team in Lexington. You will be the first point of contact for patients, providing a warm welcome and guiding scheduling and basic inquiries.

Ideal candidates have strong communication, are detail-oriented, and comfortable using EMR systems like NextGen. This in-person role offers full benefits, competitive base pay, and a supportive team environment.

Qualifications

• High School Diploma or GED required.
• Background check favorable/favorable result.
• Proof of identity and right to work in the United States.
• 1–3 years in a call center or receptionist role preferred.
• Healthcare experience preferred.
• Experience with NextGen EMR or similar systems preferred.

Responsibilities

• Assist and support the Patient Relations Supervisor with scheduling, education, communication and problem solving.
• Step in to support supervisor team when needed.
• Provide guidance and monitoring of staff on scheduling processes.
• Serve as a key resource via email, phone, and chat for the Patient Relations team.
• Respond promptly to incoming calls for all sites with high quality.
• Schedule patient appointments in NextGen per physician preferences.
• Document patient requests and data in EMR accurately.
• Ensure efficient call handling to meet daily production goals.
• Coordinate work with team members to maintain smooth office workflows.
• Maintain knowledge of site protocols and physician schedules.

Skills

Call center experience

Healthcare experience

EMR familiarity

Strong communication

Team player

Attention to detail

Education

High School Diploma or GED

Tools

NextGen EMR

Job description

Retina Associates of Kentucky is seeking a Patient Relations Lead to join our growing contact center team in Lexington. You will be the first point of contact for patients, providing a warm welcome and guiding scheduling and basic inquiries.

Ideal candidates have strong communication, are detail-oriented, and comfortable using EMR systems like NextGen. This in-person role offers full benefits, competitive base pay, and a supportive team environment.