Answer the phone before the third ring
Always positive and friendly with patients, co-workers and anyone who calls in to the Eye Center
Verifies patient information and confirms phone number, address, insurance information (including vision plans)
Obtains and retains knowledge of insurance company participation and billing requirements
Updates patients' information correctly in the system
Answers general billing questions for patients following established guidelines
Assists with answering incoming telephone calls and routing them according to established guidelines
Puts patients first and stops all non-work-related conversations when there are calls, voicemails, emails in the queues
Answers and screens telephone calls, voicemails, emails efficiently
Serves as the primary point of contact for patient billing communications
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

High school diploma or GED
Previous experience in a medical office setting preferred
Word processing/computer scheduling experience
Knowledge of typical office work environment
Previous customer service experience preferred
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

Patient Communications Representative I

Key skills