Patient Access Center Representative

About US EYE: US Eye, is a physician-led, patient-centric network of eye care practices committed to providing exceptional patient service through premium technology and unrivaled provider expertise. We are one of the nation’s leading multi-specialty physician groups providing patients with care in ophthalmology, optometry, dermatology, and facial surgery.

About Albemarle Eye Center: Dr. Jitendra Swarup and the vision care experts at Albemarle Eye Center provide a wide range of ophthalmic services in the Edenton, Elizabeth City, Kinston, Kitty Hawk, and Washington locations. We are pleased to offer services ranging from LASIK laser eye surgery, LenSx® Laser Cataract Removal, oculoplastics, glaucoma treatment, in addition to routine eye exams and contact lens fittings. Our team of eye doctors is proud to provide personalized service with an unparalleled commitment to excellence. Our practice is dedicated to providing you and your family with quality eye care and state-of-the-art medical and surgical treatment.

Job Summary: The Contact Center Representative will function as the first point-of-contact for the overall patient experience. This representative will be responsible for assessing patient needs, scheduling patient appointments, and assisting with any inquiries from the general public. The ideal candidate will strive to provide an unparalleled patient experience. All team members must effectively function in a high call volume environment, and remain friendly, focused, and calm under pressure.

Essential Job Functions (other Duties As Required)

• Answers and triages incoming calls in a high volume setting in a courteous and highly professional manner. Provides patients with an exceptional, one of kind experience that leads to high levels of patient satisfaction.
• Responds to incoming appointment requests via email, Phreesia and other alternate paths into the practice.
• Works in tandem with our contact center team to manage the phone queue and respond to patients efficiently, always mindful of service response times.
• Accurately schedules appointments according to our practice templates and protocols.
• Assists referring physicians with scheduling patients.
• Effectively obtains patient demographic, clinical and insurance information and enter accurately in our practice management system.
• Learns, retains and applies medical knowledge regarding scheduling, surgical and clinical protocols.
• Meets productivity and patient care standards that align with our standards for the patient experience.
• Ensures patient confidentiality.
• Establishes strong work partnerships throughout the practice in order to provide a high quality of accurate information to patients
  
  
  

Competencies

• You have world class customer service skills and enjoy exceeding our patients’ expectations by delivering the gold standard in service.
• You can maintain high degree of confidentiality that meets all HIPAA requirements.
• You enjoy learning about ophthalmology and optometry.
• You have strong oral communication skills. You communicate clearly, professionally and with a high level of self-awareness to patients and co-workers.
• You have excellent listening skills. You listen to our patients with the intent to understand, evaluate and quickly offer alternatives.
• You have strong computer skills and can manage multiple programs at one time with ease.
• You are a team player and can come up with great ideas!
• You can keep your cool under pressure. You must always present a professional and friendly demeanor, which isn't hard because we have the best patients in the world!
  
  
  

Required Education And Experience

• High school graduate, with previous experience in a customer service role or contact center.
• Technology savvy, with competency in Office Suite and ability to learn software applications as required.
  
  
  

Preferred Education And Experience

Previous experience in a contact center or healthcare environment is valued, but not required.

Position Type And Expected Hours Of Work

This is a full-time position, Monday - Friday from 8:00 AM - 5:00 PM.

Benefits

401(K) Company Match

Medical and Dental Insurance

Vision Benefits

Flexible Spending Accounts

Pet Insurance

Disability Insurance

Life Insurance

Continuing Education

Paid Time Off

US Eye provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.