Patient Engagement Associate I

The Patient Engagement Associate delivers exceptional customer service by responding to scheduling inquiries, resolving basic concerns, and providing accurate information through multiple communication channels. The role requires strong communication skills, effective problem-solving abilities, and a commitment to ensuring a positive customer experience.

Essential Functions & 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 towards satisfactory resolutions. This may involve coordinating with other departments or teams as needed.
• Maintain a thorough understanding of the company's doctors, services, and policies to provide accurate information and solutions to customers.
• Record customer interactions, issues, and resolutions accurately in the company's practice management and EHR systems.
• Ensure adherence to company policies and procedures while handling customer interactions, including industry regulations and HIPAA data privacy guidelines.
• Gather and relay customer feedback and insights to the appropriate teams for continuous improvement in the patient service experience.
• Strive to meet or exceed established 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, even when dealing with challenging or upset customers.
• Collaborate with colleagues and supervisors over phone and chat to share information, best practices, and assist in problem-solving.

Benefits:

As a team member at Eye Health America, you'll enjoy:

• 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

Minimum Qualifications:

• High school diploma or equivalent.
• Valid and active Driver’s License.

Skills & Abilities:

• Excellent customer service and communication skills.
• Ability to work as a team member.
• Management of multiple tasks simultaneously.
• Strong active listening and note-taking skills.
• Strong organization with attention to detail.
• Respectful treatment of patients and co-workers.