Patient Engagement Associate I
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Job Description
Patient Engagement Associate supporting patient scheduling and service inquiries for Eye Health America. Resolving concerns across phone, email, chat, and SMS while documenting interactions.
Responsibilities:
- Interact with customers via telephone, email, chat, SMS, or other communication channels to address inquiries, resolve problems, and provide product/service information
- Analyze customer concerns and issues, troubleshoot problems, and work toward satisfactory resolutions
- Coordinate with other departments or teams as needed
- Maintain thorough understanding of the company's doctors, services, and policies
- Record customer interactions, issues, and resolutions accurately in practice management and EHR systems
- Adhere to company policies, procedures, industry regulations, and HIPAA data privacy guidelines
- Gather and relay customer feedback and insights for continuous improvement in patient service
- Meet or exceed performance metrics such as productivity goals, resolution rates, handle times, offline times, and customer satisfaction scores
- Maintain a professional and courteous demeanor in all customer interactions
- Collaborate with colleagues and supervisors over phone and chat to share information, best practices, and assist in problem-solving
Requirements:
- High school diploma or equivalent
- Valid and active Driver’s License
- Excellent customer service and communication skills
- Ability to work as a team member
- Ability to manage multiple tasks simultaneously
- Strong active listening and note-taking skills
- Strong organization with attention to detail
- Respectful treatment of patients and co-workers
Benefits:
- Medical, Dental, Vision, Short-term Disability, Long-term Disability, Life Insurance, etc.
- Matching 401(k)
- Employee Discount
- Wellness Program
- Paid Vacation & Holidays
- Training/Advancement opportunities
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