Patient Relations Specialist, Call Center

Eye Care Partners · Louisville

EyeCare Partners is the nation’s leading provider of clinically integrated eye care. Our national network of over 300 ophthalmologists and 700 optometrists provides a lifetime of care to our patients with a mission to enhance vision, advance eye care and improve lives. Based in St. Louis, Missouri, over 650 ECP-affiliated practice locations provide care in 18 states and 80 markets, providing services that span the eye care continuum. For more information, visit www.eyecare-partners.com.

Job Title: Patient Relations Specialist - Call Center
Company: Bennett & Bloom Eye Centers
Department: Ophthalmology
Location: This position is located in Louisville, KY. Training will be on-site for 4 weeks, and then the position will be remote after that.

Perks:

Full Benefits Package - Medical, Vision, Dental and Life Insurance
401k + Employer Matching
Paid Time Off (PTO) and Paid Holidays
Paid Maternity Leave
Competitive Base Pay
Employee Discounts

Hours:

Full Time
Our offices are open from Monday-Friday 8am-5pm
- You may need to work a little earlier/later as needed.

Requirements:

High School Diploma or GED Equivalent required
Favorable result on Background Check required
Basic computer skills
Strong customer service skills
Excitement to learn and grow

SUMMARY

The Patient Relations Specialist role will provide service to patients and providers via inbound and outbound calls while scheduling appointments, capturing messages for the clinic staff and providers, and addressing the needs of the customer with occasional guidance while ensuring KPI goals are met. The Patient Relations Specialist will be responsible for scheduling patient appointments, escalates patients' health concerns in accordance with individual division guidelines, provides connections to resources for clinical advice and guidance, and navigates complex situations while making sound effective decisions.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Answers calls for multiple clinics in an efficient and effective manner using standard greetings for opening of call, content of call and closure of call.
Demonstrate exceptional customer service and patient focus to make each encounter extraordinary.
Verify and accurately capture patient demographics, insurance, and appropriate medical information.
Schedule appointments using appropriate electronic system while following appropriate protocols for clinic/area, including prioritizing patient’s health concerns according to the department’s urgency.
Ensure that patient questions and problems are resolved efficiently, effectively, and expeditiously.
Provide information to patients and callers regarding appointment, date, time, location, clinic guidelines, parking, etc.
Initiate and complete service recovery as warranted to drive patient loyalty, patient satisfaction, and protect the clinic/patient relationship.
Interview patient/guarantor to obtain complete demographic, clinical, billing, insurance, and financial information.
Create patient charts by entering required information into electronic databases and maintain accurate records.
Relay information to relevant clinic (team) members through the appropriate messaging systems.
Ensure the quality of patient registrations by obtaining thorough and accurate information in a timely and efficient manner.
Maintain compliance with HIPAA rules and regulations.
Follows a well-established process to solve routine problems where solutions are clearly prescribed.
Work cooperatively with the Patient Relations, Referrals, and Clinic Teams to accomplish the goals of the departments.
Adheres to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service.
Performs other duties that may be necessary or in the best interest of the organization.

EDUCATION AND/OR EXPERIENCE

Minimum Required: High school diploma or general education degree (GED)
Minimum Required: One year of related experience and/or training; or equivalent combination of education and experience

LICENSES AND CREDENTIALS

Minimum Required: None

SYSTEMS AND TECHNOLOGY

Proficient in Microsoft Excel, Word, PowerPoint, Outlook

PHYSICAL REQUIREMENTS

This role requires a variety of physical activities to effectively perform essential job functions. The position involves frequent walking (75%), sitting (50%), and standing (50%), with regular bending, stooping, and reaching (25–50%). Employees must be able to lift, carry, push, and pull items up to 25 lbs. Strong fine motor skills and full use of hands are essential, as the role demands constant grasping, writing/typing, and use of technology. Visual and auditory acuity—including color, depth, peripheral vision, and the ability to adjust focus—is required 100% of the time. Occasional driving or climbing may also be necessary.

If you need assistance with this application, please contact (636) 227-2600. Please do not contact the office directly – only resumes submitted through this website will be considered.

EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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