Patient Services Coordinator - Vital Tears

Reports to: Patient Services ManagerrnFLSA Status: Non-Exempt (Hourly)rnJob Status: Full timernLocation: Kansas City, MissourirnrnPOSITION PURPOSE:rnThis mission centered position aids in providing services and/or distributing products to patients nationwide while maintaining accurate and complete data on partners and patients.rnrnESSENTIAL DUTIES AND RESPONSIBILITIES:rnrnResponsible for the day-to-day operations of the Patient Services department, including tracking shipments, following up with our mobile partners, reviewing in default accounts, navigating issues within orders, and communicating with physicians and other external customers.rnStrong understanding of the Vital Tears process to effectively navigate the specialist role.rnManage multiple databases to ensure accurate and complete records of partner accounts, and patient information in all systems.rnFollow up with patients, physicians, blood collection facilities to meet patients' needs and satisfaction.rnCollect patient payments and execute other accounting functions related to the order, including following up on default payments.rnShare high volume of inbound and outbound calls with the Patient Services team.rnEffective problem-solving skills to solve patient concerns and order issues, i.e. shipping issues, blood issues etc.rnEffective critical thinking skills; analyzing issues objectively, considering various perspectives, identifying root causes, and proposing effective solutions.rnDisplay a professional demeanor towards all patients and agencies (including but not limited to physicians, schedulers, technicians, phlebotomists, patients, other Vital Tears partners) while maintaining and strengthening relationships with all external and internal partners.rnAbility to de-escalate situations involving dissatisfied patients or physicians, offering assistance and support.rnWork in conjunction with the Business Development team to ensure both prospective and current patient relationships are being maintained and developed.rnDemonstrate teamwork and collaboration in internal and external communications.rnrnrnBe self-motivated to monitor your own work, ensuring a high level of quality, efficiency, and standards achieved.rnrnrnWork closely with other internal departments on tasks, projects, initiatives related to Vital Tears. (Quality Assurance, Finance, Lab, other)rnGenerate and manage various reports including but not limited to commission reports, mobile partner reports, and accounting reports.rnDocument accurate and current accounts, interactions, and events in the customer relations management tool.rnrnQUALIFICATIONS and EXPERIENCE:rnrnA minimum of one (2) year customer service and/or call center experience required.rnPrevious experience with Vital Tears preferred.rnA basic knowledge of ophthalmology (various specialties, anatomy of the eye) a plus.rnAbility to think strategically and plan work around attaining goals and objectives.rnStrong interpersonal, verbal, written and phone communication skills required.rnIntermediate knowledge and ability to use computers and related technology efficiently. Ability to use multiple screens and navigate multiple systems.rnActive listening skills - be able to build rapport with patients.rnGreat organizational skills.rnStrong problem-solving abilities and attention to detail.rnAbility to manage and handle stress while showing good judgment.rnAbility to work independently, with limited direction, and in a team environment.rnAbility to work with distraction and to multi-task with frequent interruptions.rnIntermediate knowledge of Microsoft operating systems, Microsoft Office, general database, and web-based applications.rnMust have reliable transportation.rnAvailability to work rotating weekends and nights as necessary.rnrnrnPHYSICAL REQUIREMENTS:rnrnFrequent periods of intense concentration, attention to detail and accuracy.rnAbility to handle mental and physical strain involved in use of printed materials, prolonged use of computer screens and extensive phone usage.rnModerate manual dexterity for basic keyboarding.rnLong periods of sitting and/or standing may be required.rnAbility to lift and move 20 pounds is required.rnrnrnENVIRONMENTAL DEMANDSrnrnNormal office environment.rnrnrnNOTE: The preceding statements describe the nature and level of assignments normally given job incumbents. They are not an exhaustive list of duties. Additional duties may be assigned.rnSaving Sight is an Equal Opportunity Employer. We take pride in the diversity of our staff, and seek diversity in our applicants. Saving Sight does not unlawfully discriminate on the basis of any status or condition protected by applicable federal or state law. Saving Sight reserves the right to seek, hire and promote persons who support the goals and mission of the institution.