US Eye
PAC- Patient Access Center Representative
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PAC- Patient Access Center Representative
role at
US Eye
The Patient Access Center Representative will be part of a newly formed US EYE Patient Access (Call Center) Team and function as the first point-of-contact for the overall patient experience. This representative will be responsible for assessing patient needs, scheduling patient appointments, and assisting with any inquiries from the general public via phone. The ideal candidate will strive to provide an unparalleled patient experience. All team members must effectively function in a high call volume environment, and remain friendly, focused, and calm under pressure.
ESSENTIAL JOB FUNCTIONS
Answers and triages incoming calls in a high-volume setting in a courteous and highly professional manner, providing patients with an exceptional, one of a kind experience that leads to high levels of patient satisfaction.
Responds to incoming appointment requests via email, Phreesia, and other alternate paths into the practice.
Works in tandem with our contact center team to manage the phone queue and respond to patients efficiently, always mindful of service response times.
Accurately schedules appointments according to our practice templates and protocols.
Assists referring physicians with scheduling patients.
Effectively obtains patient demographic, clinical, and insurance information and enters it accurately into our practice management system.
Learns, retains, and applies medical knowledge regarding scheduling, surgical, and clinical protocols.
Meets productivity and patient care standards that align with our standards for the patient experience.
Ensures patient confidentiality.
Establishes strong work partnerships throughout the practice in order to provide a high quality of accurate information to patients.
COMPETENCIES
Ability to provide exceptional customer service that supports high patient experience standards.
Ability to accurately follow oral and written instructions.
Strong oral communication skills. Communicates clearly, professionally, and with a high level of self-awareness to patients.
Ability to address and resolve conflict when dealing with the public.
Capable of maintaining a high degree of confidentiality that meets all HIPAA requirements.
Strong time management skills.
Ability to interact with the public and coworkers in a professional, respectful, and courteous manner.
WORK ENVIRONMENT The work environment is fast paced, requires strong time management and productivity skills. Contact center representatives must be internally motivated and capable of working independently.
PHYSICAL DEMANDS
Occasional walking, standing, and sitting, may include bending.
Use hands to handle or feel objects, reach with hands and arms.
Verbal communication and ability to hear.
Lift moderately heavy objects (up to 50 pounds).
Use of close, distance, and peripheral vision.
POSITION TYPE AND EXPECTED HOURS OF WORK This is a full‑time hourly position on‑site.
TRAVEL Minimal requirements for travel may be required from time to time.
REQUIRED EDUCATION AND EXPERIENCE
High school graduate, with previous experience in a customer service role or call center.
Technology savvy, with competency in Office Suite and ability to learn software applications as required.
PREFERRED EDUCATION AND EXPERIENCE
Previous experience in a contact center or healthcare environment is valued, but not required.
US Eye provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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PAC- Patient Access Center Representative
role at
US Eye
The Patient Access Center Representative will be part of a newly formed US EYE Patient Access (Call Center) Team and function as the first point-of-contact for the overall patient experience. This representative will be responsible for assessing patient needs, scheduling patient appointments, and assisting with any inquiries from the general public via phone. The ideal candidate will strive to provide an unparalleled patient experience. All team members must effectively function in a high call volume environment, and remain friendly, focused, and calm under pressure.
ESSENTIAL JOB FUNCTIONS
Answers and triages incoming calls in a high-volume setting in a courteous and highly professional manner, providing patients with an exceptional, one of a kind experience that leads to high levels of patient satisfaction.
Responds to incoming appointment requests via email, Phreesia, and other alternate paths into the practice.
Works in tandem with our contact center team to manage the phone queue and respond to patients efficiently, always mindful of service response times.
Accurately schedules appointments according to our practice templates and protocols.
Assists referring physicians with scheduling patients.
Effectively obtains patient demographic, clinical, and insurance information and enters it accurately into our practice management system.
Learns, retains, and applies medical knowledge regarding scheduling, surgical, and clinical protocols.
Meets productivity and patient care standards that align with our standards for the patient experience.
Ensures patient confidentiality.
Establishes strong work partnerships throughout the practice in order to provide a high quality of accurate information to patients.
COMPETENCIES
Ability to provide exceptional customer service that supports high patient experience standards.
Ability to accurately follow oral and written instructions.
Strong oral communication skills. Communicates clearly, professionally, and with a high level of self-awareness to patients.
Ability to address and resolve conflict when dealing with the public.
Capable of maintaining a high degree of confidentiality that meets all HIPAA requirements.
Strong time management skills.
Ability to interact with the public and coworkers in a professional, respectful, and courteous manner.
WORK ENVIRONMENT The work environment is fast paced, requires strong time management and productivity skills. Contact center representatives must be internally motivated and capable of working independently.
PHYSICAL DEMANDS
Occasional walking, standing, and sitting, may include bending.
Use hands to handle or feel objects, reach with hands and arms.
Verbal communication and ability to hear.
Lift moderately heavy objects (up to 50 pounds).
Use of close, distance, and peripheral vision.
POSITION TYPE AND EXPECTED HOURS OF WORK This is a full‑time hourly position on‑site.
TRAVEL Minimal requirements for travel may be required from time to time.
REQUIRED EDUCATION AND EXPERIENCE
High school graduate, with previous experience in a customer service role or call center.
Technology savvy, with competency in Office Suite and ability to learn software applications as required.
PREFERRED EDUCATION AND EXPERIENCE
Previous experience in a contact center or healthcare environment is valued, but not required.
US Eye provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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