Patient Services Coordinator - Vital Tears

Saving Sight; Missouri; Hybrid; USD 22,000 - 32,000; Full time

Benefits offered by this job

Great benefits

Job summary

Saving Sight is seeking a Patient Services professional to manage day-to-day operations, coordinate with mobile partners, and maintain accurate patient and partner records. The role requires handling inbound/outbound calls, resolving issues, and ensuring patient satisfaction in a hybrid work setting.

Ideal candidates bring 1–2 years of customer service or call center experience, plus strong communication, data entry, and multitasking abilities. Familiarity with Vital Tears is a plus.

Qualifications

• 1–2 years of customer service or call center experience.
• Experience with Vital Tears is preferred.
• Basic ophthalmology knowledge is a plus.
• Strong communication and interpersonal skills.

Responsibilities

• Oversee day-to-day Patient Services operations, including tracking shipments and coordinating with partners.
• Navigate the Vital Tears processes to support the specialist role.
• Maintain accurate records across multiple databases and systems.
• Follow up with patients, physicians, and facilities to meet needs and satisfaction.
• Generate and review reports related to commissions, partners, and accounting.
• De-escalate issues and provide professional support to patients and providers.

Skills

Customer service

Call center

Interpersonal skills

Communication skills

MS Office

CRM software

Active listening

Organization

Problem solving

Stress management

Multi-tasking

Data entry

Tools

CRM software

Database systems

Microsoft Office

Job description

Hybrid Schedule: Monday-Friday, 10:30 AM -7:00 PM | 19.43 per hour + great benefits

POSITION PURPOSE:

This mission centered position aids in providing services and /or distributing products to patients nationwide while maintaining accurate and complet e data on partners and patients.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• R esponsible for the day-to-day operations of the Patient Services department, including tracking shipments, following up with our mobile partners, reviewing in default accounts, navigatin g issues within orders, and communicating with physicians and other external customers.
• Strong u nderstand ing of the Vital Tears process to effectively navigate the specialist role.
• Manage multiple databases to ensure accurate and complete records of partner accounts, and patient information in all systems.
• Follow up with patients, physicians , blood collection facilities to meet patients' needs and satisfaction .
• Collect patient payments and execute other accounting functions related to the order , including following up on default payments.
• Share high volume of inbound and outbound calls with the Patient Services team .
• Effective problem-solving skills to solve patient concerns and order issues, i.e. shipping issues, blood issues etc.
• Effective critical thinking skills; analyzing issues objectively, considering various perspectives, identifying root causes, and proposing effective solutions.
• Display a professional demeanor to wards all patients and agencies (including but not limited to physicians, schedulers, technicians, phlebotomists, patients , other Vital Tears partners ) w hile maintaining and strengthening relationships with all external and internal partners.
• Ability to de-escalate situations involving dissatisfied patients or physicians, offering assistance and support.
• Work in conjunction with the Business Development team to ensure both prospective and current patient relationships are being maintained and developed.
• Demonstrate teamwork and collaboration in internal and external communications.
• Be self-motivated to monitor your own work, ensuring a high level of quality, efficiency, and standards achieved.
• Work closely with other internal departments on tasks, projects , initiatives related to Vital Tears. (Quality Assurance, Finance, Lab, other)
• Generate and manage various reports including but not limited to commission report s , mobile partner reports , and accounting reports .
• Document accurate and current accounts, interactions, and events in the customer relations management tool.

QUALIFICATIONS and EXPERIENCE :

• A minimum of one ( 2 ) year cu stomer service and/or call center experience required .
• Previous experience with Vital Tears preferred.
• A basic knowledge of ophthalmology (various specialties, anatomy of the eye) a plus .
• Ability to think strategically and plan work around attaining goals and objectives .
• Strong interpersonal, verbal, written and phone communication skills required .
• Intermediate knowledge and ability to use computers and related technology efficiently . Ability to use multiple screens and navigate multiple systems.
• Active listening skills - be able to build rapport with patients.
• Great organizational skills .
• Strong problem-solving abilities and attention to detail .
• Ability to manage and handle stress while showing good judgment.
• Ability to work independently, with limited direction, and in a team environment .
• Ability to work with distraction and to multi-task with frequent interruptions.
• I ntermediate knowledge of Microsoft operating systems, Microsoft Office, general database, and web-based applications.
• Must have reliable transportation.
• Availability to work rotating weekends and nights as necessary.

PHYSICAL REQUIREMENTS :

• Frequent periods of intense concentration, attention to detail and accuracy .
• Ability to handle mental and physical strain involved in use of printed materials , prol onged use of computer screens and extensive phone usage.
• Moderate manual dexterity for basic keyboarding.
• Long periods of sitting and/or standing may be required .
• Ability to lift and move 2 0 pounds is required .

ENVIRONMENTAL DEMANDS

• Normal office environment .

NOTE: The preceding statements describe the nature and level of assignments normally given job incumbents. They are not an exhaustive list of duties. Additional duties may be assigned. Saving Sight is an Equal Opportunity Employer . We take pride in the diversity of our staff, and seek diversity in our applicants. Saving Sight does not unlawfully discriminate on the basis of any status or condition protected by applicable federal or state law. Saving Sight reserves the right to seek , hire and promote persons who support the goals and mission of the institution.