Patient Relations Specialist

Job Title: Patient Relations SpecialistCompany: Lakeland Eye ClinicLocation: Lakeland, FL Perks: Full Benefits Package - Medical, Vision, Dental and Life Insurance 401k + Employer Matching Paid Time Off (PTO) and Paid Holidays Paid Maternity Leave Employee Discounts Competitive Base Pay Hours: Full Time Our offices are open Monday-Friday 8am-5pm You may need to work a little earlier/later as needed Requirements: High School Diploma or GED Equivalent Favorable result on Background Check 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 Answer 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. Follow 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. Adhere to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service. Perform other duties that may be necessary or in the best interest of the organization. QUALIFICATIONS Professional in appearance and actions. Logical and Critical thinking skills. Customer-focused with excellent written, listening and verbal communication skills. Enjoys learning new technologies and systems. Detail-oriented, professional attitude, reliable. Exhibits a positive attitude and is flexible in accepting work assignments and priorities. Meets attendance and tardiness expectations. Management and organizational skills to support the leadership of this function. Ability to follow or provide verbal and written instructions with sufficient grammar and spelling skills to avoid mistakes or misinterpretations. Interpersonal skills to support customer service, functional, and teammate support need. Able to communicate effectively in English, both verbally and in writing. Ability for basic to intermediate problem solving, including mathematics. Travel to other site locations may be necessary. Thus, those needing to travel for work must have access to dependable transportation, and driving record must meet company liability carrier standards. Specialty knowledge of systems relating to job function. Knowledge of state and federal regulations for this position; general understanding of HIPAA guidelines. Favorable result on background check required. Must be able to provide proof of identity and right to work in the United States. EDUCATION AND/OR EXPERIENCE High School Diploma or GED equivalent is required 1-3 years related experience in a call center or as a Receptionist is preferred Healthcare experience is preferred LICENSES AND CREDENTIALS Minimum Required: None SYSTEMS AND TECHNOLOGY Basic to intermediate computer operation Proficient in Microsoft Excel, Word, PowerPoint, Outlook Prior experience with NextGen software or other EMR is preferred 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.