The Patient Engagement Specialist will be a patient-facing role focused on customer service and relations. The Patient Engagement Specialist will work to increase patients’ active interest in quality eye care. The ideal candidate will be highly personable and professional with excellent communication skills. The Patient Engagement Specialist will use technology, analysis, communication, and education to promote and improve the patient experience surrounding quality eye care.

Responsibilities/Duties

• Effectively communicate the services Modern Heritage Eye Care provides, overcome objections, and answer questions.
• Answer or return calls
• Schedule appointments within specified guidelines
• Ensure patient forms, pre-visit screeners, consent packets, patient forms, patient demographic and insurance information are completed and uploaded into electronic medical record prior to the patients’ appointments
• Demonstrate empathy and compassion in all patient interactions
• Navigate patients through the education of their Health Insurance policy as well as payment arrangements prior to care.
• Collect co-payments, deductibles, or perform other financial responsibilities as assigned
• Resolve internal and external patient concerns in a professional and timely manner
• Meet (or exceed) office metrics for outreach and scheduling activities, assisting in the preparation of reports for tracking purposes
• Maintain performance accountability around member enrollment and participation and achieve performance targets.
• Successfully meet and/or exceed engagement targets.
• Leverage reporting and dashboards to prioritize outreach to patients.
• Utilize telephonic outreach and engagement strategies to contact patients and schedule appropriate visits.
• Initiate creative strategies to facilitate patient contact.
• Listen attentively to the patient's needs.
• Maintain strong attention to detail
• Provide accurate and thorough file notes within the company medical record system.
• Maintain the confidentiality of patient data in accordance with HIPAA laws and regulations.
• Provide open feedback and ideas on process improvement.
• Uphold company core values.
• Must be able to work independently and as part of a team.
• Troubleshoot patient ability to utilize patient portal, remote monitoring devices, and related software.
• Utilize technology/software to conduct satisfaction surveys and enter data.
• Other duties and responsibilities as assigned

Required Qualifications

• Bachelor’s Degree or relevant eye care experience
• Customer Service experience
• Working knowledge of health-related business processes
• Health Insurance or Medical Billing Background
• Experience processing transactions
• Knowledge of Microsoft and/or Google systems.
• Knowledge of computer/technology skills-download and troubleshoot apps, create emails, cell phone and/or computer setup/functioning, Internet searching, etc.
• Ability to adapt to change
• Ability to build strong working relationships with patients
• Hold effective communication skills via both phone and email
• Excellent oral and written communication skills
• The ability to communicate effectively and persuasively

Job Type: Full-time

Patient demographics:

• Adults
• Children
• Older adults

Schedule:

• Day shift
• No weekends

Ability to Relocate:

• Perrysburg, OH 43551: Relocate before starting work (Required)

Work Location: In person