Patient Service Representative Ii

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 peoples lives through better vision and outstanding patient experiences.

Patient Service Representatives work closely with the front office 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 Lasik procedure and assist in answering any billing questions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions include, but are not limited to the following:

• Counsel and educate the patient on our services, surgical procedures, and treatments.
• Ability to thoroughly explain explanation of benefits
• Set consultation and/or surgery dates
• Firm understanding of patient statements
• Offer pre and post-surgical education to patients.
• Schedules appointments, answer patient questions and requests in a timely and efficient manner
• Other duties as assigned
• Explains patients benefits, answers questions thoroughly whether by phone or email in compliance with HIPAA regulations
• Understands insurance verification process and can explain patient insurance information. Resolves patient questions on insurance benefits and billing questions via inbound and outbound calls.
• Responds to online LASIK appointment and information requests throughout the day EVP Eyecare maintains an expected response time of 5 minutes during business hours on all appointment and online information requests
• Create relationships with patients to develop trust and answer general questions.
• Maintains a working knowledge of all EVP services and practices
• Serves as a model to other team members.
• Discuss pricing and financing options with patients
• Provides knowledgeable and caring service to all current and potential EVP patients and employees
• Verifies patient information and clinical location on all calls
• Answers inbound phone calls for multiple practices, specifically related to insurance, billing, and LASIK EVP Eyecare maintains an expected answer by the second ring

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• Patient Service Representative Tier 1 equivalent knowledge or 1+ years of ophthalmology experience
• High School Diploma or GED required

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

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.