Patient Experience Representative - Full-time

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 people’s lives through better vision and outstanding patient experiences.

The Patient Experience Representative is responsible for scheduling patients for all clinical appointments. They will need to maintain a working knowledge of all clinical appointment types, pricing, location, doctors, etc. A Patient Experience Representative will also provide detailed communication to patients regarding their upcoming appointments and assist in answering any patient questions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Actively work digital leads through outbound call efforts.
• Process inbound faxes.
• Maintain a working knowledge of:
  • Services offered
  • Providers
  • General location information
  • Pricing
  • Insurance related matters
• Prepare patients for their upcoming appointment by setting expectations.
• Accurately answer patient’s questions and overcomes objections.
• Enter and verify that patient demographic and insurance information is complete and accurate.
• Complete post call data entry and patient follow up.
• Answer inbound calls in a timely and efficient manner.
• Maintain a pleasant and helpful attitude.
• Answer patient’s calls with a warm and welcoming greeting.
• Engage with patients by creating an atmosphere that is pleasant and helpful throughout patient interaction.
• Obtain the ability to schedule all clinical appointment types.
• Knowledge of each CE team’s roles and responsibilities.
• Stay current with company, department and clinic updates and changes.
• Serve as a role model to other team members.
• Provide an outstanding patient experience through active listening, critical thinking and problem solving.
• Manage the moment by seeking resolution to any patient inquiry or concern without needing additional resources or escalation: “One call, problem solved.”
• Closes each call with a lasting impression.
• Other duties as assigned.