Patient Support Agent

Patient Support Agent – Ascend Vision Partners
• McAllen, TX, United States

Full-time

Thurmond Eye Associates has served Hidalgo, Starr, and Cameron counties for over 60 years, proudly standing as the region’s leading ophthalmic group. We provide a full spectrum of ophthalmic medical and surgical treatments, ensuring that every patient has access to the best possible options. Our commitment extends beyond patient care to cultivating an employee‑centric environment where every staff member’s voice is heard and valued.

This role supports that mission by creating a welcoming atmosphere for patients and providers alike.

The Patient Support Agent (call center representative) manages both inbound and outbound patient scheduling. By providing exceptional customer service, the agent obtains and updates insurance and demographic data, coordinates appointments, logs interactions in the patient chart, and works closely with the online scheduling system and EHR. The position requires adherence to facility and provider scheduling rules while delivering operational support for patient care.

• Communicate in a cordial, professional manner with patients via phone.
• Complete new patient registration (input demographic and insurance information) and schedule appointments for incoming callers to the appropriate provider.
• Log all patient communication within the patient chart during or after calls.
• Fill cancellation slots efficiently to keep providers’ schedules booked.
• Improve positive patient satisfaction outcomes by ensuring all quality measures are met.
• Update computer-based referring physician database as needed.
• Work with the online scheduling system and EHR.
• Verify patient data and insurance to ensure accurate billing.
• Respond to patient concerns or refer them to leadership as needed.

• High school diploma or equivalent, preferred.
• Experience in call center or customer service, preferred.
• Bilingual (English/Spanish), required.

• Customer Service.
• Basic medical knowledge related to patient coordination of ophthalmic care.
• Proficiency with desktop computer, keyboard, mouse, and headset.
• Familiarity with common ocular symptoms and complaints.

• Sitting for extended periods.
• Using hands to handle, control, or feel objects, tools, or controls.
• Performing repetitive movements.