Patient Experience Specialist I (Front Desk)

Eye Associates of Winchester; South Boston (VA); On-site; USD 22,000 - 29,000; Full time

Benefits offered by this job

Paid Training & Career Development

Growth & Advancement Opportunities

Supportive Team Environment

Competitive Benefits Package

Tuition Reimbursement Opportunities

Employee Eyewear Discounts

Referral Bonus Program

Meaningful Work

Job summary

AVP•SEES Group is seeking a reliable Patient Experience Specialist I to welcome clients, manage calls, and handle patient check-ins and check-outs with empathy. Candidates should have strong computer skills and excellent interpersonal abilities.

Responsibilities include scheduling, verifying records and insurance, collecting payments, and daily cash reconciliation. A High School diploma or GED is required, with an Associate degree preferred. Background screening may be required.

Qualifications

• Strong communication, outgoing, and positive interpersonal skills.
• Healthcare experience preferred.
• Empathetic personality with attention to patient’s needs.
• Strong organizational skills with attention to detail; ability to prioritize tasks.
• Ability to work as a team member and uphold organizational standards and values.
• Demonstrated computer literacy REQUIRED.
• Excellent judgment, dependability, and diligence.
• Demonstrated high ethical standards and integrity.
• Demonstrated accuracy and thoroughness; monitors own work to ensure quality.
• Customer and patient service orientation: prompt response to patient needs and ability to manage difficult or emotional customer situations with tact, empathy, and diplomacy.
• Professionalism: displays positive outlook and pleasant manner, does not instigate, or participate in office gossip or negativity, keeps commitments, dresses appropriately, and is well-groomed.
• Ability to work cooperatively in group situations; offer assistance and support to coworkers, actively resolve conflicts, inspire the trust of others, and treat patients and coworkers with respect.
• Willingness to submit to a background check (drug screen for Ambulatory Surgery Centers only)

Responsibilities

• Answer incoming calls on a multi-line phone system, respond to inquiries, and make outbound calls to patients promptly and courteously.
• Register patients and verify patients’ records are up-to-date and accurate.
• Verify personal and insurance information for services and procedures.
• Schedule appointments and procedures.
• Reschedule missed appointments and cancellations.
• Process medical record requests.
• Collect and process payments from patients.
• Conduct daily reconciliation of cash reports and monies collected.
• Complete other functions as requested by management

Skills

Communication skills

Empathy

Organizational skills

Teamwork

Computer literacy

Detail orientation

Professionalism

Dependability

Customer service

Education

High School diploma or GED

Associate degree preferred

Job description

Description

Who We Are

At AVP•SEES Group, exceptional patient care starts with exceptional people. As one of the largest eye care networks in the Southeast and Mid-Atlantic, we provide our teams with the training, technology, and support they need to thrive while making a difference in patients' lives. Together, we're building the future of eye care.

Our Mission

To deliver the best possible outcomes for our patients, serve and educate our provider network, and fulfill our commitment to our stakeholders.

Why Join Us?

• Paid Training & Career Development
• Growth & Advancement Opportunities
• Supportive Team Environment
• Competitive Benefits Package
• Tuition Reimbursement Opportunities
• Employee Eyewear Discounts
• Referral Bonus Program
• Make a Meaningful Difference Every Day

About the Role

We are seeking a reliable and detail-oriented Patient Experience Specialist I to join our eye clinic. Responsibilities include welcoming clients, managing calls, and efficiently handling patient check-ins and check-outs. The ideal candidate possesses strong computer skills, typing proficiency, and a passion for creating positive patient experiences through empathy.

What You’ll Do

• Answer incoming calls on a multi-line phone system, respond to inquiries, and make outbound calls to patients promptly and courteously
• Register patients and verify patients’ records are up-to-date and accurate
• Verify personal and insurance information for services and procedures
• Schedule appointments and procedures
• Reschedule missed appointments and cancellations
• Process medical record requests
• Collect and process payments from patients
• Conduct daily reconciliation of cash reports and monies collected
• Complete other functions as requested by management

Requirements

What You Bring

• Strong communication, outgoing, and positive interpersonal skills
• Healthcare and service industry experience preferred
• Empathetic personality with attention to patient’s needs
• Strong organizational skills with attention to detail; ability to prioritize tasks
• Ability to work as a team member and uphold organizational standards and values
• Demonstrated computer literacy REQUIRED
• Excellent judgment, dependability, and diligence
• Demonstrated high ethical standards and integrity
• Demonstrated accuracy and thoroughness; monitors own work to ensure quality
• Customer and patient service orientation: prompt response to patient needs and ability to manage difficult or emotional customer situations with tact, empathy, and diplomacy
• Professionalism: displays positive outlook and pleasant manner, does not instigate, or participate in office gossip or negativity, keeps commitments, dresses appropriately, and is well-groomed
• Ability to work cooperatively in group situations; offer assistance and support to coworkers, actively resolve conflicts, inspire the trust of others, and treat patients and coworkers with respect
• High School diploma or GED, associate degree preferred
• Willingness to submit to a background check (drug screen for Ambulatory Surgery Centers only)

Pay & Benefits

Compensation

Pay Range: $ 16hr-$21hr

Actual compensation is determined based on qualifications, experience, certifications, internal equity, and business needs.

Benefits May Include

• Medical, Dental & Vision Insurance
• 401(k)
• Paid Time Off & Holidays
• Life & Disability Insurance
• Tuition Reimbursement
• Continuing Education Support
• Certification Sponsorship
• Employee Eyewear Discounts
• Referral Bonus Opportunities

Additional Information

Physical Requirements

The physical demands described here are representative of those that must be met to successfully perform the essential functions of this position, with or without reasonable accommodation.

• Ability to remain stationary for extended periods
• Frequent use of hands, fingers, and computer equipment
• Ability to communicate effectively with patients and team members
• Ability to occasionally lift, carry, push, or pull up to [XX] pounds

Compliance Requirements

• Annual compliance training is required.
• Compliance with HIPAA, OSHA, and company policies is required.
• Background screening may be required based on position.
• Drug screening may be required based on position and location.

Equal Employment Opportunity

AVP•SEES Group is an Equal Opportunity Employer committed to fostering an inclusive workplace. We provide equal employment opportunities to all applicants and employees without regard to any protected characteristic under federal, state, or local law.

Disclaimer

This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, and qualifications required for the position.