SUMMARY: As the Patient Services Representative, you will play a vital role in the level of service our patients receive by providing unparalleled customer service. Prior customer service experience is preferred, especially in a medical or healthcare call center environment, however we offer an extensive and thorough training program. You should be able to communicate professionally, be comfortable working in a medical environment, be highly organized, have a strong customer service background, possess excellent computer and organizational skills, and embody a welcoming/friendly demeanor.

Your schedule will vary, dependent on the operational hours of the office you are assigned to. You must have the flexibility to work within these hours of operation, including occasional weekends, early mornings, or late evenings as needed.

Job Duties & Essential Functions:

• Handle a high volume of inbound calls from patients in a professional and positive manner, while driving exceptional, individualized customer service
• Provide accurate messaging documentation if applicable
• Answer inquiries by researching, locating, and providing relevant information; including any promotional or new product information when applicable
• Maintain and manage accurate records in the Patient Contact Center and Electronic Medical Records (EMR) databases by entering information timely and ensuring all files are up to date
• Document all call information according to standard operating procedures
• Maintain patient privacy according to HIPAA regulations
• Handles outbound calls upon request
• Schedule appointments according to patient needs in accordance with providers guidelines
• Ensure patient no-shows and cancellations are followed up with in accordance to practice policy
• Be knowledgeable of any and all monthly promotions offered and share with patients accordingly
• Special projects and other duties may be assigned as needed.

Required Qualifications:

• High School diploma or equivalent required
• Excellent written, verbal, and listening skills
• Proficient in relevant computer applications (Word, Excel, PowerPoint, Google Suite, etc.); data entry and typing
• Above average customer service skills and the ability to remain calm in stressful situations

Preferred Qualifications:

• Bilingual Spanish a plus
• Prior experience in the medical field highly desirable

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to communicate with patients, staff and medical providers. The employee must be able to exchange accurate information in these situations.

This position is active and requires the employee to constantly move about in the office to assist patients, staff and medical providers.

The responsibilities and tasks outlined in this job description are not exhaustive and may change as determined by the needs of SightMD

SightMD provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, gender identity or expression, or any other legally protected status. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall and transfer, leaves of absence, compensation and training.

SightMD expressly prohibits any form of workplace harassment based on race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, gender identity, or any other legally protected status. Improper interference with the ability of SightMD employees to perform their job duties may result in discipline up to and including discharge.

Education

• High School or better