What are the responsibilities and job description for the Patient Service Representative - Bilingual position at Clear Sight Partners?
1,000 Hiring Bonus!
THIS IS AN ONSITE POSITION IN BRANDON, FL. MONDAY THROUGH FRIDAY - 8 a.m. to 5 p.m.
Candidate must be bi-lingual (English / Spanish) and fluent in both languages via verbal and written communication.
At Florida Eye Specialists (a Sight360 company), we believe sight is our most important sense. It is a priceless gift that goes far beyond how you see the world. Sight is how we move through life, enjoy its wonders and form the memories that define us. That is why we are dedicated to care for our patient's sight every day.
We've assembled the most capable and credentialed multidisciplinary teams across every specialty of vision health - ophthalmology, optometry and optical retail services - to deliver a complete, 360-degree approach to vision care. One seamless patient experience. While we do share a single medical record that allows us to collaborate and coordinate care across all locations and providers, more importantly, we share a common belief and set of principles that guide us as we care for our patients.
Hiring Bonus is paid over 10 pay periods. To retain bonus candidate must remain employed for 6 months.
Requirements
As a PSR, you will be responsible for handling inbound calls and / or placing return calls from prospective and existing patients. Your goal is to help them book an appointment with one of our providers, ranging from optometrists to ophthalmologists.
Essential Functions and Responsibilities :
- Provide superior patient service, support and care with a friendly, positive attitude. Represent our core values to patients and co-workers.
- Respond to patient inquiries via phone, web form and online messaging.
- Build rapport with potential new patients and educate them about the patient experience, accepted insurances and new patient process (by phone).
- Answer important patient questions and / or determine the best next steps and resources to serve their needs.
- Assist new patients in selecting a provider, clinic location and / or booking an appointment.
- Provide new patients with appropriate next steps, for example where to arrive for the appointment, how to login to the patient portal, how to complete new patient paperwork, etc.
- Effectively use the call center software to handle and wrap-up calls. Report the outcome of the call, using wrap up codes.
- Accurately book appointments in the Practice Management tool.
- Accurately track and report all call inquiries in the customer relationship management tool and / or practice management tool.
- Send detailed messages to medical and administrative staff in the clinics and follow best practices for collaborating and servicing patient needs.
- Meet performance goals and SLAs for call volume, time on call, answered calls, lead conversion rates for new patient appointments and other important service agreements.
- Meet specific quality measures for patient service and call resolution.
- Adhere to compliance and HIPAA regulations.
Qualifications :
Skills and Abilities :
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