Patient Communications Representative

Patient Communications Representative

Description

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!

The Position
As a Patient Communications Representative at Panorama Eyecare, you will play a pivotal role in connecting patients to the care they need. You'll be part of a collaborative team that values Partnership, Engagement, Excellence, and Stewardship. Together, we create an environment where exceptional service and patient-centered care are at the forefront, equipping you with the tools, training, and support necessary to excel in your role.

The Role
Our Patient Communications Representatives are service professionals who serve as the first point of contact for patients across Panorama Eyecare. Representatives support appointment scheduling, patient communications, and access to care while helping create a seamless experience for patients, providers, and care teams. The focus of this position is to ensure every patient interaction reflects the mission and values of Panorama Eyecare.

- Level I (0-2 years of experience) - Entry-level representatives with experience in customer service, administrative support, healthcare, or similar service-focused environments. Preferred skills include: professional communication, customer service, appointment scheduling, accurate data entry, multitasking, and the ability to learn and apply new processes and systems.

- Level II (2-4 years of experience) - Representatives with intermediate experience supporting customers, patients, or clients in service-oriented environments. Preferred skills include: managing complex scheduling needs, problem solving, handling escalated concerns, navigating multiple systems, prioritizing competing demands, and consistently demonstrating strong productivity and quality.

- Level III Senior (4+ years of experience) - Advanced representatives with extensive experience supporting customers, patients, or clients through complex interactions and service needs. Preferred skills include: advanced problem solving, independent decision making, mentoring or training others, process improvement participation, complex account resolution, and serving as a resource for team members and customers.
Major Responsibilities:

- Answer the phone before the third ring.

- Always positive and friendly with patients, co-workers and anyone who calls in to Panorama Eye Care.

- 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, and insurance information 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, and emails in the queues.

- Answers and screens telephone calls, voicemails, and 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 and offering assistance with account-related concerns.

- Answers general 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.
Additional Responsibilities:

- 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+ scheduling calls per day after six months of employment.

- Productivity:  Unavailable time does not exceed 50 minutes/day excluding breaks and lunch.

- Performs other duties as assigned.

Requirements
Requirements

Who You Are

- High school diploma or GED.

- Previous experience in a medical office setting preferred.

- Word processing/computer experience.

- Knowledge of typical office work environment.

- Previous customer service experience preferred.

- Previous contact center experience preferred.
Performance/Skills Requirements:

- 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 staff.

- Possesses above average customer service skills.

- Demonstrated ability to maintain confidentiality of sensitive information (HIPAA compliance).
Additional Job Details:

- This is a Full Time remote position.

- Candidates must currently reside in one of the following states: CO, FL, KS, MA, MI, MO, NM, OR, PA, SC, VA, WY, TX or NC.

- This position offers a full wage range based on experience, certifications, and demonstrated skills. Final pay will be determined through our skills assessment during interview process:
- Patient Communications Representative I: $20.00-$21.99

- Patient Communications Representative II: $22.00-$24.99

- Patient  Communications Representative III: $25.00-$31.00

Our Growth Opportunities
At Panorama Eyecare, we care about our employee's ability to grow within the company. Therefore, we have created career growth plans that allow employees the ability to work toward their professional growth. We encourage all employees to apply for internal openings they may be qualified for, and we welcome the opportunity to interview and coach employees on how to grow.
Our Employee Perks

- PTO Accruals Start at 3 Weeks

- Comprehensive Medical and Dental Insurance

- Company Paid Optical Allowance

- Company Paid Routine Eye Care

- Short Term and Long-Term Disability Insurances

- Educational  Allowance

- Generous Paid Holiday Program

- 401K With Company Match
Join Our Team!
Embark on a rewarding journey with Panorama Eyecare and become part of a team that embodies the values of Partnership, Engagement, Excellence, and Stewardship. As a Patient Communications Representative, you will not only provide exceptional patient care, but also shape the future of our practices. Together, we are transforming the eyecare landscape. Our job postings are open for 30 days or until a qualified candidate is hired. Click "apply" now and let your passion for excellence and patient well-being shine!

EEOC
Panorama Eyecare is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any characteristic protected by law.