Patient Service Representative - FESCI/Remote

Description

CANDIDATES MUST RESIDE IN THE STATE OF FLORIDA

CANDIDATES LOCATED OUTSIDE THE STATE OF FLORIDA WILL NOT BE CONSIDERED

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CANDIDATES MUST HAVE A MINIMUM OF 1 YEAR CALL CENTER EXPERIENCE IN A HEALTH CARE ENVIRONMENT.

This is a full-time REMOTE position. Hours of Operation are Monday -Friday 8am-6pm. Candidate must be available for an 8 hour shift Mon-Fri during hours of operation.

At Sight360, we are creating the premier destination for fully integrated ophthalmology, medical optometry and optical retail services designed to provide comprehensive eye care to our patients and retail customers. We have united 15 locations across the area to serve our market and have built a centralized contact center scheduling team to serve prospective and existing patient needs.

Requirements

As a PSR, you will be responsible for handling inbound calls and/or placing return calls from prospective and existing patients. Your goal is to help them book an appointment with one of our providers, ranging from optometrists to ophthalmologists.

Essential Functions and Responsibilities:

• Provide superior patient service, support, and care with a friendly, positive attitude. Represent our core values to patients and co-workers.
• Respond to patient inquiries via phone, web form and online messaging.
• Build rapport with potential new patients and educate them about the patient experience, accepted insurances and new patient process (by phone).
• Answer important patient questions and/or determine the best next steps and resources to serve their needs.
• Assist new patients in selecting a provider, clinic location and/or booking an appointment.
• Provide new patients with appropriate next steps, for example where to arrive for the appointment, how to login to the patient portal, how to complete new patient paperwork, etc.
• Effectively use the call center software to handle and wrap-up calls. Report the outcome of the call, using wrap up codes.
• Be comfortable handling up to 100 calls per shift.
• Accurately book appointments in the Practice Management tool.
• Accurately track and report all call inquiries in the customer relationship management tool and/or practice management tool.
• Send detailed messages to medical and administrative staff in the clinics and follow best practices for collaborating and servicing patient needs.
• Meet performance goals and SLAs for call volume, time on call, answered calls, lead conversion rates for new patient appointments and other important service agreements.
• Meet specific quality measures for patient service and call resolution.
• Adhere to compliance and HIPAA regulations.

Qualifications:

• High school diploma
• 1-year experience in a high-volume call center
• 1-year experienced in working remote from home
• Passion for patient service and Clear Sight Partners mission and core values
• Preferred: Associates degree; Medical industry experience; Vision care experience; Experience using enterprise level call center, customer relationship management and/or practice management software; Bi-lingual (English/Spanish) - fluent in speaking, reading and writing in both languages.

Skills and Abilities:

• Service oriented and willing to help others.
• Highly reliable
• Detail oriented
• Driven and self-motivated to hit and exceed goals.
• Strong verbal, written communication, and presentation skills.
• Proficient in Microsoft Office: Outlook, Word, Excel, PowerPoint
• Knowledge of medical terminology.
• Knowledge of health care field.
• Knowledge of legal and ethical considerations related to patient information.
• Knowledge of customer service principles.
• Skill in using computer, medical records software, and customer relationship management tools.
• Skill in putting information and booking appointments in medical record system.
• Skill in diffusing tense situations through diplomatic problem-solving.
• Skill in delivering outstanding patient services.
• Ability to communicate effectively with patients and staff via phone, chat, in person and through email.

Benefits

• Competitive Hourly Rate
• 8 Paid Holidays
• Paid Time Off
• Medical, Dental, Vision
• 401k Match

If hired, employee will be required to comply with our Mobile Workforce Policy and other employment policies which include that this position will be the employee's primary employment. Additional employment while working in this role, will need to be approved by the Call Center Manager. Additional employment includes providing part-time or full-time child or adult care for relatives or others (whether compensated or not) and/or services or work performed inside or outside the remote location.

Compensation: $16 - $18/HR + Opportunity to earn monthly performance bonus