Patient Relations Specialist

About EyeCare Partners

EyeCare Partners is recognized as the leading provider of integrated eye care services across the United States. Our network includes over 300 ophthalmologists and 700 optometrists who deliver comprehensive eye care across 650 practice locations in 18 states and 80 markets. We are committed to enhancing vision, advancing eye care, and improving patient lives.

Job Summary

The Patient Relations Specialist will serve as a primary contact for patients and healthcare providers by managing inbound and outbound communications, scheduling appointments, handling messages for clinic personnel, and addressing customer needs with occasional guidance. This position requires meeting key performance indicators while ensuring exceptional patient service and effectively resolving health-related concerns within defined guidelines.

Responsibilities

• Handle incoming and outgoing calls for multiple clinics professionally using standardized greetings and call protocols.
• Deliver exceptional customer service focused on making every patient interaction positive and supportive.
• Accurately verify and record patient demographics, insurance details, and relevant medical information.
• Schedule appointments through electronic systems following clinic policies and prioritization based on medical urgency.
• Resolve patient inquiries and issues promptly and effectively.
• Provide patients with information about appointment logistics, clinic policies, parking, and related details.
• Engage in service recovery processes as needed to promote patient satisfaction and maintain strong clinic relationships.
• Interview patients or guarantors to collect comprehensive demographic, clinical, billing, insurance, and financial data.
• Create and maintain patient charts in electronic records ensuring data accuracy.
• Communicate necessary information to clinic teams via appropriate messaging systems.
• Ensure patient registration is thorough and timely to uphold data quality standards.
• Adhere strictly to HIPAA regulations and maintain patient confidentiality.
• Follow established protocols for resolving routine problems with clear solutions.
• Collaborate with Patient Relations, Referrals, and Clinic teams to meet departmental objectives.
• Comply with all safety guidelines and foster a culture of excellence and customer service.
• Perform additional duties as assigned in the organization’s best interest.

Requirements

• High school diploma or GED is required.
• Minimum of 1 year experience in a call center, customer service, medical office, or receptionist role is essential.
• Previous exposure to medical offices is preferred, with strong preference for optometric or ophthalmic experience.
• Professional appearance and conduct at all times.
• Ability to think logically and critically.
• Strong customer-oriented communication skills, both verbal and written.
• Aptitude for learning new technologies and systems.
• Detail-oriented with a dependable and professional attitude.
• Positive approach with flexibility in managing work priorities and tasks.
• Reliable attendance and punctuality.
• Organizational and management capabilities to support leadership functions.
• Effective comprehension and execution of verbal and written instructions with proper grammar.
• Good interpersonal skills to support successful team and customer interactions.
• Competent English communication skills.
• Basic to intermediate problem-solving and mathematical abilities.
• Ability to travel if required, with access to reliable transportation and acceptable driving record.
• Familiarity with job-related systems and state/federal regulations including HIPAA compliance.
• Successful background check clearance.
• Proof of identity and legal authorization to work in the U.S. must be provided.

Additional Information

• Position is fully remote but requires residence in Florida due to regional office location.
• Paid remote training is provided.
• Work schedule may involve varied shifts including early mornings and evenings to accommodate meetings and cross-training.
• Remote workspace must be organized to minimize distractions and ensure patient confidentiality.
• Applicants requiring assistance with the application process are advised to contact the provided support line, not the office directly.
• The employer is an equal opportunity and affirmative action organization, committed to non-discriminatory hiring.