Patient Relations Specialist

EyeCare Partners; Lakeland (FL); On-site; USD 25,000 - 30,000; Full time

Benefits offered by this job

Medical, Vision, Dental, and Life保险

401k + Employer Matching

Paid Time Off (PTO) and Paid Holidays

Paid Maternity Leave

Employee Discounts

Competitive Base Pay

Job summary

EyeCare Partners’ Lakeland Eye Clinic seeks a Patient Relations Specialist to handle patient and provider communications, schedule appointments, capture messages, and address customer needs while meeting KPI targets.

You will schedule appointments, escalate health concerns per guidelines, connect patients with clinical resources, and navigate complex situations with sound decision-making.

Qualifications

• Professional in appearance and actions.
• Logical and critical thinking.
• Customer-focused with excellent written, listening and verbal communication skills.
• Enjoys learning new technologies and systems.
• Detail-oriented, professional attitude, reliable.
• Flexible with assignments and priorities.
• Meets attendance expectations.
• Strong organizational skills to support leadership.
• Clear instructions with good grammar and spelling.
• Strong interpersonal skills for customer service and teamwork.
• English communication skills (verbal & written).
• Basic to intermediate problem solving.

Responsibilities

• Answer calls for multiple clinics efficiently with standard greetings.
• Provide exceptional customer service and patient focus.
• Verify and capture patient demographics, insurance, and medical information.
• Schedule appointments using electronic system per clinic protocols.
• Resolve patient questions and problems promptly.
• Provide information about appointments, location, guidelines, parking.
• Proactively recover service to improve loyalty and satisfaction.
• Interview patients to collect demographic and financial information.
• Create and maintain patient charts in electronic systems.
• Relay information to clinic staff using messaging systems.
• Ensure accurate patient registrations in a timely manner.
• Maintain HIPAA compliance.
• Follow established processes to solve routine problems.
• Collaborate with Patient Relations, Referrals and Clinic teams.
• Adhere to safety policies and company standards.
• Perform other duties as needed.

Skills

Customer service

Communication

English proficiency

Problem solving

Attention to detail

Education

High School Diploma or GED

Call center experience

Healthcare experience preferred

Tools

NextGen EMR

Microsoft Office

Job description

EyeCare Partners is the nation’s leading provider of clinically integrated eye care. Our national network of over 300 ophthalmologists and 700 optometrists provides a lifetime of care to our patients with a mission to enhance vision, advance eye care and improve lives. Based in St. Louis, Missouri, over 650 ECP-affiliated practice locations provide care in 18 states and 80 markets, providing services that span the eye care continuum. For more information, visitwww.eyecare-partners.com.

Job Title: Patient Relations Specialist
Company: Lakeland Eye Clinic
Location: Lakeland, FL

• Full Benefits Package - Medical, Vision, Dental and Life Insurance
• 401k + Employer Matching
• Paid Time Off (PTO) and Paid Holidays
• Paid Maternity Leave
• Employee Discounts
• Competitive Base Pay

Hours:

• Full Time
• Our offices are open Monday-Friday 8am-5pm
  • You may need to work a little earlier/later as needed

Requirements:

• High School Diploma or GED Equivalent
• Favorable result on Background Check
• Basic computer skills
• Excitement to learn and grow

SUMMARY

The Patient Relations Specialist role will provide service to patients and providers via inbound and outbound calls while scheduling appointments, capturing messages for the clinic staff and providers, and addressing the needs of the customer with occasional guidance while ensuring KPI goals are met. The Patient Relations Specialist will be responsible for scheduling patient appointments, escalates patients' health concerns in accordance with individual division guidelines, provides connections to resources for clinical advice and guidance, and navigates complex situations while making sound effective decisions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Answer calls for multiple clinics in an efficient and effective manner using standard greetings for opening of call, content of call and closure of call.
• Demonstrate exceptional customer service and patient focus to make each encounter extraordinary.
• Verify and accurately capture patient demographics, insurance, and appropriate medical information.
• Schedule appointments using appropriate electronic system while following appropriate protocols for clinic/area, including prioritizing patient’s health concerns according to the department’s urgency.
• Ensure that patient questions and problems are resolved efficiently, effectively, and expeditiously.
• Provide information to patients and callers regarding appointment, date, time, location, clinic guidelines, parking, etc.
• Initiate and complete service recovery as warranted to drive patient loyalty, patient satisfaction, and protect the clinic/patient relationship.
• Interview patient/guarantor to obtain complete demographic, clinical, billing, insurance, and financial information.
• Create patient charts by entering required information into electronic databases and maintain accurate records.
• Relay information to relevant clinic team members through the appropriate messaging systems.
• Ensure the quality of patient registrations by obtaining thorough and accurate information in a timely and efficient manner.
• Maintain compliance with HIPAA rules and regulations.
• Follow a well-established process to solve routine problems where solutions are clearly prescribed.
• Work cooperatively with the Patient Relations, Referrals, and Clinic teams to accomplish the goals of the departments.
• Adhere to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service.
• Perform other duties that may be necessary or in the best interest of the organization.

QUALIFICATIONS

• Professional in appearance and actions.
• Logical and Critical thinking skills.
• Customer-focused with excellent written, listening and verbal communication skills.
• Enjoys learning new technologies and systems.
• Detail-oriented, professional attitude, reliable.
• Exhibits a positive attitude and is flexible in accepting work assignments and priorities.
• Meets attendance and tardiness expectations.
• Management and organizational skills to support the leadership of this function.
• Ability to follow or provide verbal and written instructions with sufficient grammar and spelling skills to avoid mistakes or misinterpretations.
• Interpersonal skills to support customer service, functional, and teammate support need.
• Able to communicate effectively in English, both verbally and in writing.
• Ability for basic to intermediate problem solving, including mathematics.
• Travel to other site locations may be necessary. Thus, those needing to travel for work must have access to dependable transportation, and driving record must meet company liability carrier standards.
• Specialty knowledge of systems relating to job function.
• Knowledge of state and federal regulations for this position; general understanding of HIPAA guidelines.
• Favorable result on background check required.
• Must be able to provide proof of identity and right to work in the United States.

EDUCATION AND/OR EXPERIENCE

• High School Diploma or GED equivalent is required
• 1-3 years related experience in a call center or as a Receptionist is preferred
• Healthcare experience is preferred

LICENSES AND CREDENTIALS

SYSTEMS AND TECHNOLOGY

• Basic to intermediate computer operation
• Proficient in Microsoft Excel, Word, PowerPoint, Outlook
• Prior experience with NextGen software or other EMR is preferred

PHYSICAL REQUIREMENTS

• This role requires a variety of physical activities to effectively perform essential job functions. The position involves frequent walking (75%), sitting (50%), and standing (50%), with regular bending, stooping, and reaching (25–50%). Employees must be able to lift, carry, push, and pull items up to 25 lbs. Strong fine motor skills and full use of hands are essential, as the role demands constant grasping, writing/typing, and use of technology. Visual and auditory acuity—including color, depth, peripheral vision, and the ability to adjust focus is required100% of the time. Occasional driving or climbing may also be necessary.

EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.