Patient Communications Representative I

Who We Are

At Panorama Eyecare, we are not just a team; we are a community of dedicated professionals united in our quest to provide the best eyecare anywhere. Our unflinching commitment to excellence and our core values are what make us an Employer of Choice. Join us in shaping the future of eyecare as we thrive together!

At Panorama Eyecare, we are not just a team; we are a community of dedicated professionals united in our quest to provide the best eyecare anywhere. Our unflinching commitment to excellence and our core values are what make us an Employer of Choice. Join us in shaping the future of eyecare as we thrive together!

The Patient Communications Representative I for the Call Center will contribute to the fulfillment of Panorama Eyecare’s mission statement by making appointments, verifying insurance participation, and being a welcoming voice for all patients calling Panorama Eyecare. They follow established office guidelines and serve as a general information source for patients while remaining upbeat and position. They are also able to work independently and as part of a team with little supervision.

They add to the dynamic of the department and to Panorama Eyecare as a whole.

• Answer the phone before the third ring.
• Always positive and friendly with patients, co-workers and anyone who calls in to the Eye Center.
• Verifies patient information and confirms phone number, address, insurance information (including vision plans).
• Obtains and retains knowledge of insurance company participation and billing requirements including when an authorization is needed, when a referral is needed or when an account needs to be escalated to a collection specialist.
• Updates patients' information correctly in the system, providing consistency for patient listing and billing information- including name, DOB, address, phone number, email address, insurance with few errors.
• Answers general billing questions for patients following established guidelines.
• Assists with answering incoming telephone calls and routing them according to established guidelines using the provided triage guide.
• Puts patients first and stops all non-work-related conversations when there are calls, voicemails, emails in the queues.
• Answers and screens telephone calls, voicemails, emails efficiently, providing non-medical instructions to patients regarding their upcoming office visits or statement balances.
• Serves as the primary point of contact for patient billing communications, addressing inquiries, offering assistance with account-related concerns.
• Answers questions regarding insurance billing and office financial policies
• Assists patients as needed.
• Provides the highest level of customer service to all patients.
• Assists in maintaining work area.
• Ensures confidentiality of medical records and patient information in accordance with HIPAA laws.

• Productivity:
  Calls patients back throughout the day when voicemails are left.
• Productivity:
  Processes emails throughout the day as they are received.
• Productivity:
  Ability to accurately manage 65+ calls per day, after six months of employment.
• Productivity:
  Unavailable time does not exceed 55 minutes/day excluding breaks and lunch.
• Performs other duties as assigned.

• High school diploma or GED.
• Previous experience in a medical office setting preferred.
• Word processing/computer scheduling experience.
• Knowledge of typical office work environment.
• Previous customer service experience preferred.

• Knowledge of basic computer skills and application software.
• Demonstrates consistent ability to multitask.
• Achieves and maintains a minimum average quality score of 95% after six months of employment.
• “Unavailable” times on phone less than 50 minutes/day
• Ability and willingness to take initiative when there is a task that needs to be completed. Does not remain idle when there is work to be done.
• Demonstrates positive time management skills.
• Exceptional attendance and punctuality.
• Demonstrated knowledge of English grammar and spelling.
• Effective in establishing and maintaining working relations with patients and…