Patient Support Agent

Ascend Vision; McAllen (TX); On-site; USD 30,000 - 36,000; Full time

Job summary

Thurmond Eye Associates/Ascend Vision Partners in McAllen, TX seeks a Patient Support Agent to warmly assist patients and providers. You will schedule appointments, collect insurance details, and direct calls to the appropriate clinic, ensuring smooth patient flow.

The role requires bilingual English/Spanish abilities, high school diploma, and experience in call center or customer service setting. Join a team focused on compassionate eye care and excellent patient experiences.

Qualifications

• High school diploma or equivalent preferred.
• Call Center, Customer Service or related experience preferred.
• Bilingual (English/Spanish) required and preferred.

Responsibilities

• Communicates with patients via phone in a cordial, professional manner.
• Registers new patients and schedules appointments.
• Logs patient communication within patient chart.
• Fills patient cancellation slots to keep providers' schedules booked.
• Improves patient satisfaction by meeting quality measures.
• Verifies and updates patient data and insurance for accurate billing.

Skills

Customer Service

Bilingual English/Spanish

Call Center

Education

High school diploma or equivalent

Job description

Our mission is to provide quality, accessible and patient-centered eye care.

Consider joining Thurmond Eye Associates/Ascend Vision Partners and join a team that are focused on building a differentiated integrated eye care platform focused on superior patient care delivered through our network of optometrists and ophthalmologists. Team members are expected to exhibit a continuous behavior of professionalism, which includes but is not limited to, acting with integrity and accountability, support our clinicians in all aspects of patient care delivery, support a culture of respect, diversity and inclusion in our organization, and enhance the patient access to primary and specialty eye care.

Our vision is to create an admired healthcare company dedicated to delivering personalized eye care with outstanding patient outcomes.

Thurmond Eye Associates has been serving Hidalgo, Starr, and Cameron Counties for over 60 years, and is proud to be the leading ophthalmic group in the community. We offer a full spectrum of ophthalmic medical and surgical treatments so that all options are available to our patients. Thurmond Eye Associates is committed to the delivery of personalized eye care of the highest quality. Not only do we value our patients, but we are also passionate about our staff. Our amazing leadership team is committed to cultivating and maintaining an employee centric work environment where every employee has a voice and a platform to share their ideas and suggestions, are encouraged and incentivized to broaden their education and training and are invited to participate in the numerous employee activities offered monthly.

The Patient Support Agent (call center representative) position allows you to provide a welcoming environment to both our patients and providers. This position is responsible to schedule patients with our providers via incoming and outbound calls with a focus on customer service. Provides operational support in delivery of patient care in a call setting environment. Responsible for answering phones in a timely and professional manner, scheduling appointments, obtain and input insurance information, and direct calls accordingly. Adhere to schedule rules as established by the facility and providers.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Communicates in a cordial, professional manner with patients via phone.
• Completes new patient registration (inputting demographic information, insurance information, etc.) and patient appointment information for incoming callers to appropriate facility/provider.
• Logs all patient communication within patient chart during or after patient call.
• Fills patient cancellation slots efficiently in keeping schedules booked for the providers.
• Improves positive patient satisfaction outcomes by assuring that all quality measures are met in regard to our patients’ experience.
• Updates computer referring physician data base, as needed.
• Works with online scheduling system and EHR.
• Verifies patient data and insurance to ensure it is updated for accurate billings.
• Responds to patient concerns or refers to leadership as needed.

Education and Experience

• High school diploma or equivalent, preferred
• Call Center, Customer Service or other related experience, preferred
• Bilingual (English/Spanish), required

Knowledge, Skills & Abilities

• Customer Service
• Possesses medical knowledge as it relates to patient coordination of ophthalmic care.
• Ability to utilize a desktop computer, keyboard, mouse and headset
• Acquainted with common ocular symptoms and complaints

Physical Requirements

• Sitting for extended periods of time
• Requires using hands to handle, control, or feel objects, tools, or controls
• Requires repetitive movement