Patient Service Representative II

POSITION SUMMARY

Our mission is to improve peoples lives through better vision and outstanding patient experiences.

Patient Service Representatives work closely with the clinic staff and doctors to provide excellent and expedient hospitality quality care service to all EVP Eyecare patients. Tier 2 Representatives also provide detailed communication to patients regarding their upcoming appointment and assist in answering any questions.

ESSENTIAL DUTIES AND RESPONSIBILITIES
The essential functions include, but are not limited to the following:

• Answer inbound phone calls for multiple practices and EVP EyeCare maintains an expected answer by the second ring.
• Schedule appointments, answer patient questions and requests in a timely and efficient manner including pre and post-surgical education to patients.
• Respond to online appointments and information requests throughout the day EVP EyeCare maintains an expected response time of 5 minutes during business hours on all appointments and online information requests.
• Verify patient information and follows pillars of service on all interactions.
• Maintain a working knowledge of all EVP services and practices to counsel and educate the patient on our services, surgical procedures, and treatments.
• Help EVP achieve SMART goals by tracking performances in key areas.
• Explain patients benefits, answers questions thoroughly whether by phone or email in compliance with HIPAA regulations.
• Understand insurance verification process and can explain to patients insurance information including service fee estimates and discuss financing options via inbound and outbound calls.
• Provide knowledgeable and caring services to all current and potential EVP patients and employees to create relationships to develop trust.
• Other duties as assigned.

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• High School Diploma or GED required.
• Minimum 0-2 years experience with patient facing interaction preferred.
• Basic knowledge of LASIK surgery.
• Call center experience highly desirable.
• Knowledge of medical billing/collection practice.
• EMR software experience a plus.
• Basic computer skills.
• Effective written and verbal skills.
• Excellent customer service skills.
• Proves to be a trustworthy and reliable team member while maintaining a positive attitude each day.

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.

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