Patient Relations Specialist, Call Center

EyeCare Partners LLC; EE. UU.; Híbrido; USD 32.000 - 48.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Full Benefits Package - Medical,Vision

401k + Employer Matching

Paid Time Off (PTO) and Holidays

Paid Maternity Leave

Competitive Base Pay

Employee Discounts

Descripción de la vacante

EyeCare Partners is seeking a Patient Relations Specialist to handle inbound and outbound calls, schedule appointments, and relay information to clinics. The role emphasizes customer service, accuracy in data capture, and adherence to HIPAA regulations in a fast-paced ophthalmology setting.

Training will start on-site for 4 weeks in Louisville, KY, with potential remote work afterward. Benefits include health, retirement plans, PTO and opportunities for growth.

Formación

• High school diploma or GED required.
• One year of related experience and/or training; or equivalent.
• Basic computer skills.
• Strong customer service skills.
• Excitement to learn and grow.

Responsabilidades

• Answer calls for multiple clinics with standard greetings for opening, content and closure.
• Demonstrate exceptional customer service and patient focus.
• Verify and accurately capture patient demographics, insurance, and medical information.
• Schedule appointments using electronic system and prioritize health concerns according to urgency.
• Provide information regarding appointment details, location and guidelines.
• Maintain HIPAA compliance and protect patient information.

Conocimientos

Customer service

Data entry

Communication

Educación

High school diploma or GED

1 year of related experience

Herramientas

Microsoft Excel

Microsoft Word

PowerPoint

Outlook

Descripción del empleo

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, visit www.eyecare-partners.com.

Job Title: Patient Relations Specialist - Call Center

Company: Bennett & Bloom Eye Centers

Department: Ophthalmology

Location: This position is located in Louisville, KY. Training will be on-site for 4 weeks, and then the position will be remote after that.

Perks:

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

Hours:

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

Requirements:

• High School Diploma or GED Equivalent required
• Favorable result on Background Check required
• Basic computer skills
• Strong customer service 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

• Answers 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.
• Follows 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.
• Adheres to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service.
• Performs other duties that may be necessary or in the best interest of the organization.

EDUCATION AND/OR EXPERIENCE

• Minimum Required: High school diploma or general education degree (GED)
• Minimum Required: One year of related experience and/or training; or equivalent combination of education and experience

LICENSES AND CREDENTIALS

• Minimum Required: None

SYSTEMS AND TECHNOLOGY

• Proficient in Microsoft Excel, Word, PowerPoint, Outlook

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 required 100% 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.