Patient Communication Representative

The Atlantic Vision Partners Way

At Atlantic Vision Partners, we want our employees to love coming to work and doing what they love – helping our patients see more clearly! We provide our employees with continued support through:

· On-Site Training

· Unlimited career growth opportunities within our 45 clinics in Virginia, North Carolina, and Tennessee,

· Paid Certified Accreditations, and

· Unmatched resources like in-house tools to help serve our patients.

Your Mission

As a Patient Communication Representative, you will serve as the first line of contact for our community with our practices. You will play a key role in ensuring that patients are greeted on the phone with a kind, courteous, and professional demeanor. You help patients with smooth scheduling. You strive to master the art of great customer service and patient interaction.

Come where you can flourish!

What You’ll Do

• Answer inbound calls promptly and professionally.
• Provide information about the eye care services offered, office hours, and other general inquiries.
• Book and confirm eye exams, consultations, and follow-up appointments based on patient needs and doctor availability.
• Reschedule or cancel appointments as requested by patients.
• Accurately enter and update patient information, including contact details and medical history, into the system.
• Verify and process insurance details, including pre-authorizations if required.
• Address patient concerns and questions with empathy and professionalism.
• Resolve any issues related to appointments or services.
• Document call details and patient interactions in the system.
• Coordinate with office staff to manage patient flow and ensure smooth operations.
• Adhere to privacy and confidentiality regulations to protect patient information.
• Follow office protocols and procedures to maintain high standards of service.

• High school diploma, GED or equivalent certification
• At least 2 years customer service experience or 2 years of call center experience
• Experience in a healthcare setting, especially in ophthalmology or optometry, is a plus.
• Excellent verbal and written communication skills.
• Ability to convey information clearly and professionally.
• Strong interpersonal skills with a focus on patient satisfaction.
• Ability to handle difficult situations and resolve conflicts effectively.
• Proficiency with computer systems and software, including appointment scheduling software and electronic health records (EHR).
• Familiarity with telephone systems and standard office equipment.
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively.
• Attention to detail for accurate appointment scheduling and data entry.
• Ability to troubleshoot issues related to scheduling, patient inquiries, and system problems.
• Understanding of and adherence to privacy regulations and confidentiality standards, especially concerning patient information.
• Ability to work collaboratively with other team members and healthcare professionals.
• Willingness to adapt to changes in procedures, schedules, and patient needs.