Patient Service Representative

The Patient Service Representative serves as the first point of contact for patients calling our optometry practices. This in-office role supports a high-volume call center environment and is focused on scheduling appointments, verifying insurance, collecting patient information, and delivering excellent customer service.

The ideal candidate is friendly, detail-oriented, and comfortable managing multiple priorities while maintaining a patient-first approach and strict HIPAA compliance. This role is essential in ensuring smooth operations across multiple practice locations and creating a positive experience for every patient interaction.

Key Responsibilities

• Answer high volumes of inbound calls promptly, courteously, and professionally on behalf of multiple optometry practice locations.
• Schedule comprehensive eye exams, follow-up visits, and appointments for additional family members across available practice locations.
• Verify insurance eligibility, benefits, and coverage, including vision plans (e.g., VSP, EyeMed) and major medical carriers.
• Clearly explain basic insurance coverage details and address patient questions with accuracy and professionalism.
• Collect and document complete patient and insurance information prior to appointments to reduce day-of-visit delays and billing issues.
• Perform outbound appointment confirmation and reminder calls, including preparation instructions and required documentation.
• Respond to general patient inquiries, including rescheduling, office hours and locations, services offered, and basic eye care information.
• Accurately update patient demographics, insurance details, appointment notes, and call logs within the electronic scheduling and EMR systems.
• Manage high call volumes while maintaining accuracy, efficiency, and a calm, empathetic demeanor.
• Escalate complex issues such as billing concerns or clinical questions to appropriate team members or practice staff.
• Maintain strict compliance with HIPAA regulations, patient privacy standards, and company policies.
• Meet or exceed performance metrics including call handling standards, appointment booking accuracy, first-call resolution, and patient satisfaction.
• Attend daily & weekly department meetings.
• Assist with additional administrative duties or team support tasks as assigned.

Qualifications & Requirements

• High school diploma or equivalent required; additional education in healthcare administration or related field preferred.
• Previous call center or front desk / receptionist experience is strongly preferred; healthcare experience (optometry, ophthalmology, medical, or dental offices) is a plus.
• Experience with insurance verification and familiarity with vision and medical insurance plans preferred.
• Excellent verbal communication skills with a warm, professional phone presence.
• Strong computer proficiency, including phone systems, Microsoft Office, and electronic health record or scheduling software (optometry systems such as RevolutionEHR, Compulink, or similar are a plus).
• Patient-focused mindset with a genuine commitment to providing exceptional service.
• Reliable, punctual, and able to maintain a professional appearance in an in-office setting.
• Availability to work assigned shifts, which may include evenings or Saturdays based on practice hours.

Preferred Skills

• Knowledge of optometry terminology and common procedures (e.g., comprehensive eye exams, contact lens fittings, pre-exam requirements).
• Experience conducting outbound reminder or confirmation calls.
• Bilingual abilities (English/Spanish) are a plus.