Patient Care Access Representative

Job Title

JOB TITLE

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 care in ophthalmology, optometry, dermatology and facial surgery. With 50 clinics and 5 surgery centers, led by 95 providers and more than 1,000 team members system wide, we deliver world class care to patients throughout Florida, the Carolinas and Virginia.

At the core of US Eye is the platform practice Center For Sight, a market-leading practice with a reputation for providing superior patient service, utilizing state-of-the-art technology, offering innovative procedures, and employing world-class physicians. Center For Sight is one of the nation’s leading multi-specialty physician groups providing care in ophthalmology, optometry, dermatology, and cosmetic facial surgery. With fourteen locations, over 40 providers and the best and brightest team members, Center For Sight is proud to be named the #1 practice in the area.

Patient Care Access Representatives are responsible for maintaining a friendly, warm and inviting environment at the Front Desk/Patient Check-In area and/or the Patient Check-Out area. It is important that Patient Care Access Representatives are polite, attentive and organized. Additionally, they should be able to effectively communicate with patients and assist them in any way they can.

• Greet and direct all patients, visitors, and staff upon entry of the practice. Monitor the reception areas throughout the day and provide assistance as needed.
• Provide a pleasant, and prompt check-in experience for all patients by verifying necessary information and assisting with any questions they may have around the patient questionnaires and forms.
• Print daily team/physician schedules as evidenced by the schedule of appointments for that day.
• Attend to walk-in patients, scheduling inquiries, and prescription/record pick-up as necessary.
• Disseminate pertinent information using telephone systems and/or computer software systems as appropriate.
• Cross-check and update next-day charts as evidenced by the appointment schedule.
• Maintain an orderly and pleasing workspace that ensures both integrity and safety for our patients and staff.
• Complete appointment confirmation calls based on the patient appointment schedule.
• Collect any necessary co-payments, non-covered service fees, and/or any existing account balances during the patient check-out period.
• Fill out essential reports and forms as requested.
• Answer and triage incoming calls in a high volume setting in a courteous and highly professional manner. Provide patients with an exceptional experience that leads to high levels of patient satisfaction.
• Respond to incoming appointment requests via email, Phreesia, and other alternate paths into the practice.
• Work in tandem with the contact center team to manage the phone queue and respond to patients efficiently, mindful of service response times.
• Accurately schedule appointments according to practice templates and protocols.
• Meet productivity and patient care standards that align with the patient experience.
• Additional administrative responsibilities as needed.
• Adherence to applicable laws, regulations and contractual obligations. Follows the principles of the Compliance Program as well as the Code of Conduct.

• Demonstrated ability to follow oral and written instructions.
• Demonstrated knowledge of material, methods, instruments and equipment.
• Demonstrated ability to read, write and perform mathematical calculations.
• Must be able to maintain high degree of confidentiality. Ability to multi-task, work in a fast-paced environment and manage time accordingly in order to meet deadlines and requirements of the organization.

• A high school graduate or equivalent
• An out-going personality
• Detail-oriented
• Knows Microsoft Office Suite
• Optimal Customer Service skills
• Must be able to work under pressure and respond to patient requests in a positive manner.