Lead Patient Service Representative

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 peoples lives through better vision and outstanding patient experiences.

The Lead Patient Experience Representative will work collaboratively with the front office staff and doctors to provide excellent and expedient hospitality quality care to all patients. They will help to advance the knowledge base of their team. He or she will be responsible for maintaining operations in the patient care center, helping to develop teammates, and assisting with delegating day to day tasks. The Lead will set the example and help define expectations of each teammate s/he is responsible for, and will serve as a technical guide to all other Patient Experience Representatives, supporting training and assisting the team as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions include, but are not limited to the following:

• Answer inbound phone calls for multiple practices, EVP EyeCare maintains an expected answer by the second ring. Able to direct calls to appropriate areas such as billing, surgery scheduling, and lasik.
• Schedule appointments, answer patient questions and requests in a timely and efficient manner.
• Lead day to day operations of the patient care center ensuring coverage and managing breaks for team.
• Ensure proper staffing levels at any given time.
• Verify patient information and clinical location on all calls.
• Counsel and educate the patient on our services, surgical procedures, and treatments.
• Help troubleshoot and answer questions from teammates.
• Help advocate for our patients and step in when necessary to diffuse, resolve, or assist in resolving a patient dispute or situation.
• Create relationships with patients to develop trust and answer general questions.
• Offer pre and post-surgical education to patients.
• Discuss pricing and financing options with patients.
• Possess a firm understanding of patient statements.
• Maintain a working knowledge of all EVP services and practices.
• Provide knowledgeable and caring service to all current and potential EVP patients and employees.
• Serve as a model for other team members.
• Assist with interviewing, onboarding, and training of new hires to the patient service team.
• Assist with disciplinary action and performance management, report teammate issues to Director and help with corrective action where necessary.
• Other duties as assigned.

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• High School Diploma or GED required
• Patient Service Representative Tier 1 equivalent knowledge or 1 years of ophthalmology experience

• Minimum 2 years experience with patient facing interaction required
• Basic knowledge of LASIK surgery
• Call center experience preferred
• Experience working with practice management software necessary
• Basic computer skills
• Effective written and verbal skills
• Excellent customer service skills
• Able to manage projects and within budget including project change management
• Basic Knowledge of Health Care and ACA requirements and regulations

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.