OPS​/Patient Relations Specialist

Eye Care 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,

Patient Relations Specialist

$ 17.00/HR;
No Negotiation

Position is Fully Remote, Paid Remote Training

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

• Answer 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.
• Follow 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.
• Adhere to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service.
• Perform other duties that may be necessary or in the best interest of the organization

• High School or GED

• 1+ years related experience in a call center, customer service, medical office or as a receptionist is required.
• Previous medical office experience preferred; previous optometric or ophthalmic experience strongly preferred.

• 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 and written instructions with sufficient grammar and spelling skills to avoid mistakes or misinterpretations.
• Interpersonal skills to support customer service, functional, and teammate support need.
• Able to communicate effectively in English, both verbally and in writing.
• Ability for basic to intermediate problem solving, including mathematics.
• Travel to other site locations may be necessary. Thus, those needing to travel for work must have access to dependable transportation, and driving record must meet company liability carrier standards.
• Specialty knowledge of systems relating to job function.