Description

POSITION SUMMARY

EVP Eyecare is a privately held, portfolio company of The Cortec Group. Based in Denver, Colorado, EVP owns and operates a super-regional network of eyecare practices and surgical centers that conduct business under premier brands in Colorado, Texas, and Arizona. We believe that delivering on an outstanding patient experience starts with building an outstanding employee experience.

Our mission is to improve people’s lives through better vision and outstanding patient experiences.

The Patient Experience Representative is responsible for scheduling patients for all clinical appointments. They will need to maintain a working knowledge of all clinical appointment types, pricing, location, doctors, etc. A Patient Experience Representative will also provide detailed communication to patients regarding their upcoming appointments and assist in answering any patient questions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Actively work digital leads through outbound call efforts.
• Process inbound faxes.
• Maintain a working knowledge of:
  • Services offered
  • Providers
  • General location information
  • Pricing
  • Insurance related matters
• Prepare patients for their upcoming appointment by setting expectations.
• Accurately answer patient’s questions and overcomes objections.
• Enter and verify that patient demographic and insurance information is complete and accurate.
• Complete post call data entry and patient follow up.
• Answer inbound calls in a timely and efficient manner.
• Maintain a pleasant and helpful attitude.
• Answer patient’s calls with a warm and welcoming greeting.
• Engage with patients by creating an atmosphere that is pleasant and helpful throughout patient interaction.
• Obtain the ability to schedule all clinical appointment types.
• Knowledge of each CE team’s roles and responsibilities.
• Stay current with company, department and clinic updates and changes.
• Serve as a role model to other team members.
• Provide an outstanding patient experience through active listening, critical thinking and problem solving.
• Manage the moment by seeking resolution to any patient inquiry or concern without needing additional resources or escalation: “One call, problem solved.”
• Closes each call with a lasting impression.
• Other duties as assigned.

Qualifications

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS AND ABILITIES)

• High School Diploma or general education degree (GED) required.
• Minimum of 1 years’ experience with the Concierge Engagement Team and/or 1 years’ experience of customer service experience in healthcare.
• Call center experience preferred.
• Experience working with practice management software preferred.
• Basic computer skills.
• Effective written and verbal skills.
• Excellent customer service skills.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.