Job Description

Summary:

As a Patient Relations Representative at L.O. Eye Care, you'll be the welcoming voice and first point of contact for our patients, setting the tone for an exceptional care experience. In this pivotal role, you'll deliver top-tier service, ensuring every patient feels heard, supported, and valued from the moment they contact our office. If you're passionate about making a positive impact and thrive in a fast-paced, people-focused environment, this is the perfect opportunity for you to shine!

Supervisory Responsibilities

The Patient Relations Representative reports directly to the Patient Services Manager. No supervisory responsibilities.

Essential functions

The following list is a summary of the key functions of the job and may not be inclusive of all duties assigned.
Team Collaboration: Work with your fellow team members to minimize "calls in queue" and reduce on-hold times, creating a seamless experience for our patients. Professional Call Handling: Manage at least 50 calls per day with efficiency and a friendly, professional attitude that makes patients feel valued. Master Scheduler: Use our practice management software to schedule patients at various L.O. Eye Care locations with ease and accuracy. Insurance Expert: Maintain up-to-date knowledge of L.O. Eye Care's insurance partners and Third Party Administrators to assist patients with their coverage questions. Referral Coordinator: Schedule appointments for patients referred by other doctors, ensuring their transition is smooth by mailing new patient packets and sending referral letters. Emergency Appointment Guru: Triage and schedule urgent appointments or collaborate with Clinical Management for fast solutions. Insurance Verifier: Verify patient insurance in real-time when scheduling upcoming appointments using cutting-edge verification software. Patient Educator: Be the go-to resource for patient inquiries about insurance and coverage, offering clear and timely answers by consulting staff or supervisors as needed. Product Coordinator: Help process vitamin orders and deliver them to the billing department. Reactivation Specialist: Assist with manual calls to reactivate patients using Brevium software, helping us grow our patient base.
Each responsibility gives you the chance to contribute meaningfully, while enjoying a fast-paced, collaborative work environment. If you love staying busy and helping others, this is the role for you!

Core Competencies

At L.O. Eye Care, we believe that every team member embodies our core values, creating an environment where excellence thrives. Regardless of position or status, every employee is expected to showcase these key competencies:
Communication: Express yourself with clarity and confidence, both in person and through written communication. Conscientiousness: Take pride in doing the right thing, with a strong sense of responsibility and awareness of your actions and intentions. Teamwork: Be a true collaborator, building positive relationships, resolving conflicts, and working together to achieve shared goals. Adaptability: Thrive in a fast-paced, ever-changing environment by staying open to new ideas, tackling challenges head-on, and adjusting to meet evolving needs. Trustworthiness: Earn and maintain the trust of your colleagues and patients by consistently demonstrating integrity, reliability, and authenticity. Patient Confidentiality: Safeguard patient privacy with the utmost care, holding yourself and others to the highest ethical standards.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Work Environment

Public/Patient environment with typical public and patient exposure and scenarios.

Physical demands/potential hazards

Required to maintain a physical condition consistent with bending, lifting, stacking, and rotating daily for prolonged periods. Required to lift and move items 50 pounds and/or unusually shaped equipment. Must be able to walk, stand, and move around for the majority of the day; may be required to lift equipment up to 50 pounds and assist patients with physical mobility.

Travel required

0-25% travel required.

Education and experience

Educational requirements that are job-related and consistent with business necessity
High School Diploma or G.E.D. required.

Additional eligibility requirements

Previous Ophthalmology or medical office experience desired.

BENEFITS

Eye care discounts Medical and Dental Insurance PTO 401 (k) Holiday Pay Referral Bonus

EEO Statement

It is the policy of L.O. Eye Care and its affiliates to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law. This policy relates to all phases of employment, including, but not limited to, recruiting, employment, placement, promotion, transfer, demotion, reduction of workforce and termination, rates of pay or other forms of compensation, selection for training, the use of all facilities, and participation in all company-sponsored employee activities. Provisions in applicable laws providing for bona fide occupational qualifications, business necessity or age limitations will be adhered to by the company where appropriate if applicable.