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Eye Care Partners Career Opportunities

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Call Center Representative

Open 35d posting dated 7 days ago

Summary

Handles inbound and outbound calls for eye-care clinics, schedules appointments, verifies patient info, and ensures HIPAA compliance in a Tyler, TX office.

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 .

Title: Patient Relations Specialist
Company: Eyecare Associates of East Texas
Location: Tyler, TX

**Previous call center experience preferred, but not required**

Perks:

  • Full Benefits Package - Medical, Vision, Dental and Life Insurance
  • 401k + Employer Matching
  • Paid Time Off and Paid Holidays
  • Paid Maternity Leave
  • Optical Education Reimbursement
  • Competitive Base Pay

Hours:

  • Full Time
    • Our offices are open from Monday-Friday 7am-8pm.
    • Your shifts will fall within those hours, and 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
  • Strong customer service skills
  • Excitement to learn and grow

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

  • High school diploma or general education degree (GED) equivalent required
  • One year of related experience and/or training; or equivalent combination of education and experience preferred
  • Favorable result on background check required
  • Must be able to provide proof of identity and right to work in the United States
  • Previous medical office experience preferred.
  • Previous call center experience preferred.
  • Previous ophthalmic experience strongly preferred.

Other Skills and Abilities

  • 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 & written instructions with sufficient grammar and spelling skills to avoid mistakes or misinterpretations
  • Interpersonal skills to support customer service, functional, and team mate support need
  • Able to communicate effectively in English, both verbally and in writing
  • Ability for basic to intermediate problem solving, including mathematics
  • Basic to intermediate computer operation
  • Proficiency with Microsoft Excel, Word, and Outlook
  • Specialty knowledge of systems relating to job function
  • Knowledge of state and federal regulations for this position; general understanding of HIPAA guidelines
  • Desire to gain industry knowledge and training
  • Demonstrates initiative in accomplishing practice goals
  • Ability to grow, adapt, and accept change
  • Consistently creating a positive work environment by being team-oriented and patient-focused
  • Commitment to work over 40 hours to meet the needs of the business
  • Ability to interact with all levels of employees in a courteous, professional manner at all times

If you need assistance with this application, please contact (636) 227-2600. Please do not contact the office directly – only resumes submitted through this website will be considered.

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.

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What this application asks

greenhouse

First Name, Last Name, Email, Phone, Resume/CV, Cover Letter

  • Are you eligible to work in the U.S.? choose one
  • Have you obtained your HS Diploma or GED? choose one
  • What is your desired compensation for this role?
  • Have you ever been terminated from employment or asked to resign by an employer? choose one
  • If yes, please provide company name and details. written answer
  • Can you work any shift? choose one
  • Can you work overtime? choose one
  • Are you able to perform the essential functions of the job for which you are applying, with or without a reasonable accommodation? choose one
  • Were you referred by a current employee? choose one
  • If referred by a current employee, what is their full name? written answer
  • To the best of your knowledge, have you ever worked for our company or affiliated companies? choose one
  • If you accept employment with our company, will you live or work in the state of IL? choose one
  • Do you currently hold any of these certifications/licenses? Please check all that apply. If not, please select NONE. choose any
  • EyeCare Partners and it's affiliated companies are an equal opportunity employer. EyeCare Partners does not discriminate in employment on account of race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service. I understand that neither the completion of this application nor any other part of my consideration for employment establishes any obligation for EyeCare Partners to hire me. If I am hired, I understand that either EyeCare Partners or I can terminate my employment at any time and for any reason, with or without cause and without prior notice. I understand that no representative of EyeCare Partners has the authority to make any assurance to the contrary. I attest with my typed signature below that I have given to EyeCare Partners true and complete information on this application. No requested information has been concealed. I authorize EyeCare Partners to contact references provided for employment reference checks. If any information I have provided is untrue, or if I have concealed material information, I understand that this will constitute cause for the denial of employment or immediate dismissal. Signature:
  • I attest that I am not an “Ineligible Person” and that I understand that I must immediately disclose to EyeCare Partners any debarment, exclusion, or suspension. Ineligible Persons includes an individual or entity who is currently excluded, debarred, suspended, or otherwise ineligible to participate in the Federal health care programs or in Federal procurement or non procurement programs; or has been convicted of a criminal offense that falls within the ambit of 42 U.S.C. § 1320a‐7(a), but has not yet been excluded, debarred, or suspended. Signature: