Ophthalmic Patient Access Representative

Location: Remote

Responsibilities: Answer incoming calls from patients and address their inquiries, concerns, and requests in a courteous and empathetic manner. Schedule, reschedule, and confirm appointments for patients across various ophthalmology sub-specialties. Verify patient information and obtain necessary medical information to create a comprehensive medical advisory. Update electronic health records (EHR) accurately and efficiently. Provide accurate and detailed information about healthcare services, procedures, and insurance coverage to medical knowledge to understand various diagnosis for efficient triaging and scheduling requirements. Handle patient complaints, issues, and concerns professionally, aiming to resolve them to the patient's with external medical professionals such as referring Doctor offices and other internal departments to ensure seamless patient care cohesive physician schedules for affiliated practices and call interactions and relevant patient information accurately in the call center software system. Adhere to strict confidentiality standards and maintain patient privacy in accordance with HIPAA in ongoing training to stay updated on medical procedures, policies, and call center software. Strive to achieve and exceed call center performance metrics, including call quality, first-call resolution, and patient satisfaction scores. Handle high call volumes and manage multiple tasks simultaneously while maintaining a positive attitude. Accurately and efficiently process and transfer calls as needed using a multi-line phone system