Patient Service Representative

Partners Insight; Tampa (FL); On-site; USD 21,000 - 26,000; Full time

Job summary

Partners Insight is seeking a Patient Service Representative to be the first point of contact for patients calling into our optometry practices. This in-office role supports a high-volume call center environment, focusing on scheduling appointments, verifying insurance, collecting patient information, and delivering outstanding customer service.

The ideal candidate is friendly, detail-oriented, HIPAA-compliant, and able to manage multiple priorities across locations.

Qualifications

• High school diploma or equivalent required; healthcare admin education preferred
• Call center/front desk experience preferred; healthcare office experience is a plus
• Experience with insurance verification and vision/medical plans advantageous
• Excellent verbal communication with a warm, professional phone presence
• Strong computer skills including phone systems, MS Office, and EHR/scheduling software
• Patient-focused, reliable, punctual, and able to work shifts including evenings or Saturdays

Responsibilities

• Answer high volumes of inbound calls for multiple optometry locations
• Schedule eye exams and follow-up visits for patients
• Verify insurance eligibility and benefits including vision plans
• Explain insurance coverage details clearly to patients
• Collect and document patient and insurance information before appointments
• Place outbound confirmation and reminder calls
• Address general patient inquiries and reschedule as needed
• Maintain accurate patient demographics, insurance data, and call logs in the EMR
• Escalate billing or clinical questions to appropriate staff
• Adhere to HIPAA regulations and company policies
• Meet performance metrics such as call handling, booking accuracy, and patient satisfaction
• Attend daily and weekly department meetings
• Assist with additional administrative duties as assigned

Skills

Verbal communication

Phone etiquette

Attention to detail

Bilingual English/Spanish

Education

High school diploma or equivalent

Healthcare administration education preferred

Tools

EMR scheduling software

Microsoft Office

RevolutionEHR/Compulink familiarity

Job description

The Patient Service Representative serves as the first point of contact for patients calling into our optometry practices. This in-office role supports a high-volume call center environment and is focused on scheduling appointments, verifying insurance, collecting patient information, and delivering excellent customer service.

About the Role

The ideal candidate is friendly, detail-oriented, and comfortable managing multiple priorities while maintaining a patient-first approach and strict HIPAA compliance. This role is essential in ensuring smooth operations across multiple practice locations and creating a positive experience for every patient interaction

Responsibilities

• Answer high volumes of inbound calls promptly, courteously, and professionally on behalf of multiple optometry practice location
• Schedule comprehensive eye exams, follow-up visits, and appointments for additional family members across available practice location
• Verify insurance eligibility, benefits, and coverage, including vision plans (e.g., VSP, EyeMed) and major medical carrier
• Clearly explain basic insurance coverage details and address patient questions with accuracy and professionalism
• Collect and document complete patient and insurance information prior to appointments to reduce day-of-visit delays and billing issue
• Perform outbound appointment confirmation and reminder calls, including preparation instructions and required documentation
• Respond to general patient inquiries, including rescheduling, office hours and locations, services offered, and basic eye care information
• Accurately update patient demographics, insurance details, appointment notes, and call logs within the electronic scheduling and EMR system
• Manage high call volumes while maintaining accuracy, efficiency, and a calm, empathetic demeanorEscalate complex issues such as billing concerns or clinical questions to appropriate team members or practice staff
• Maintain strict compliance with HIPAA regulations, patient privacy standards, and company policies
• Meet or exceed performance metrics including call handling standards, appointment booking accuracy, first-call resolution, and patient satisfaction
• Attend daily & weekly department meeting
• Assist with additional administrative duties or team support tasks as assigned

Qualifications

• High school diploma or equivalent required; additional education in healthcare administration or related field preferred
• Previous call center or front desk / receptionist experience is strongly preferred; healthcare experience (optometry, ophthalmology, medical, or dental offices) is a pl
• Experience with insurance verification and familiarity with vision and medical insurance plans preferred
• Excellent verbal communication skills with a warm, professional phone presence
• Strong computer proficiency, including phone systems, Microsoft Office, and electronic health record or scheduling software (optometry systems such as RevolutionEHR, Compulink, or similar are a plus
• Patient-focused mindset with a genuine commitment to providing exceptional service
• Reliable, punctual, and able to maintain a professional appearance in an in-office setting
• Availability to work assigned shifts, which may include evenings or Saturdays based on practice hours

Preferred Skills

• Knowledge of optometry terminology and common procedures (e.g., comprehensive eye exams, contact lens fittings, pre-exam requirements
• Experience conducting outbound reminder or confirmation calls
• Bilingual abilities (English/Spanish) are a plus.