Senior Patient Communications Representative

Description

Who We Are

At Panorama Eyecare, we are not just a team; we are a community of dedicated professionals united in our quest to provide the best eyecare anywhere. Our unflinching commitment to excellence and our core values are what make us an Employer of Choice. Join us in shaping the future of eyecare as we thrive together!

The Role

The Senior Patient Communications Representative is a key member of Panorama Eyecare’s call center team. This individual plays a crucial role in mentoring team members, resolving complex scheduling or insurance issues, and serving as a lead liaison between the call center and clinic operations. In addition to core call center responsibilities, the Senior PCR supports quality assurance, helps implement training initiatives, and assists in optimizing the overall patient communication process. The Senior PCR consistently demonstrates exceptional professionalism, leadership, and in-depth knowledge of Panorama Eyecare systems and protocols. They proactively identify areas of improvement, coach team members, and collaborate cross-functionally to uphold and enhance our high standards for patient care and service.

Key Responsibilities

• Answer calls before the third ring, maintaining the highest standards in phone etiquette.
• Serve as a first-line support for escalated patient concerns and complex scheduling or insurance inquiries.
• Mentor and support Patient Communications Representatives; assist in training new hires.
• Provide regular feedback and suggestions for process improvements to leadership.
• Maintain expert knowledge of insurance plans, referral requirements, and authorization processes.
• Accurately register patients, ensuring consistency in records for billing and compliance purposes.
• Routinely review appointment schedules to identify and resolve potential conflicts or inefficiencies.
• Schedule and confirm appointments across all departments, using advanced understanding of provider preferences and clinic flow.
• Monitor call queue activity and assist with workload balancing as needed.
• Triage calls in accordance with Panorama Eyecare’s triage guide and ensure timely follow-up.
• Maintain and update scheduling guides in collaboration with clinic leads and supervisors.
• Assist with quality assurance reviews of recorded calls and provide coaching based on findings.
• Serve as a subject matter expert for policy questions and best practices across the communications team.
• Ensure compliance with HIPAA and other privacy regulations in all interactions and processes.
  
  

Requirements

• High school diploma or GED required; associate degree or higher preferred.
• 2+ years of experience in a call center or medical office setting, preferably in ophthalmology or optometry.
• Proven expertise in insurance verification and medical scheduling systems.
• Strong mentoring, coaching, or leadership experience in a team environment.
• Comfortable using a variety of software platforms and adept at troubleshooting technical issues.
  
  

Additional Job Details

• This is a Full-Time remote position.
• Compensation for this role will be $20 - $23 an hour based on experience/certification.
  
  

Our Employee Perks

• PTO Accruals Start at 3 Weeks
• Comprehensive Medical and Dental Insurance
• Company Paid Optical Allowance
• Company Paid Routine Eye Care
• Short Term and Long-Term Disability Insurances
• Educational Allowance
• Generous Paid Holiday Program
• 401K With Company Match
  
  

Join Our Team!

Embark on a rewarding journey with Panorama Eyecare and become part of a team that embodies the values of Partnership, Engagement, Excellence, and Stewardship. As an Eyecare Professional, you will not only provide exceptional patient care but also shape the future of our practices. Together, we are transforming the eyecare landscape. Our job postings are open for 30 days or until a qualified candidate is hired. Click "apply" now and let your passion for excellence and patient well-being shine!

EEOC

Panorama Eyecare is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any characteristic protected by law.