Hybrid Patient Communications Representative I

at Panorama

• Job title: Patient Communications Representative I
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $18 - $19 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Fort Collins, United States

About the role

• Patient Communications Representative handling calls and patient inquiries at Panorama Eyecare. Verifying insurance, managing appointments, and providing exceptional customer service in a medical setting.

Responsibilities

• Answer the phone before the third ring
• Verifies patient information and confirms phone number, address, insurance information (including vision plans)
• Updates patients' information correctly in the system, providing consistency for patient listing and billing information
• Answers general billing questions for patients following established guidelines
• Assists with answering incoming telephone calls and routing them according to established guidelines using the provided triage guide
• Puts patients first and stops all non-work-related conversations when there are calls, voicemails, emails in the queues
• Answers and screens telephone calls, voicemails, emails efficiently, providing non-medical instructions to patients regarding their upcoming office visits or statement balances
• Serves as the primary point of contact for patient billing communications, addressing inquiries, offering assistance with account-related concerns

Requirements

• High school diploma or GED
• Previous experience in a medical office setting preferred
• Word processing/computer scheduling experience
• Knowledge of typical office work environment
• Previous customer service experience preferred
• Knowledge of basic computer skills and application software
• Demonstrates consistent ability to multitask
• Achieves and maintains a minimum average quality score of 95% after six months of employment
• “Unavailable” times on phone less than 50 minutes/day
• Ability and willingness to take initiative when there is a task that needs to be completed
• Exceptional attendance and punctuality
• Demonstrated knowledge of English grammar and spelling
• Effective in establishing and maintaining working relations with patients and staff
• Possesses above average customer service skills
• Demonstrated ability to maintain confidentiality of sensitive information (HIPAA compliance)

Benefits

• 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