Introduction to EyeCare Partners
EyeCare Partners (ECP) is a leading provider of vision care services, dedicated to delivering exceptional patient experiences through its network of over 550 full-scope medical optometry and ophthalmology practices across 18 states. As the largest vertically integrated medical vision services provider in the US, ECP offers a comprehensive range of services, including medical optometry, ophthalmology, sub-specialties, and vision correction products. Founded in 2015 and headquartered in St. Louis, Missouri, ECP is committed to providing end-to-end services that cover the entire lifecycle of a patient's eye care needs, allowing its doctors and their teams to focus on what they do best – caring for patients.
Job Overview
We are seeking a highly motivated and patient-focused individual to join our team as a Part-time Patient Engagement Advocate (Call Center Agent) in our Patient Engagement Center (PEC). As a key member of our team, you will play a vital role in providing exceptional patient experiences, handling patient calls and inquiries, and addressing other patient needs as an extension of our 350+ eye care offices. If you are passionate about helping people and have excellent communication skills, we encourage you to apply for this exciting opportunity.
Key Responsibilities
- Support inbound and outbound patient communications, handling patient calls and inquiries, scheduling and confirming appointments, and providing exceptional patient care.
- Act as an extension of our offices, taking inbound and placing outbound calls to patients, caring for their overall health, and addressing their concerns in a professional and empathetic manner.
- Assist patients with various tasks, including checking on orders for contacts and eyeglasses, verifying and pre-authorizing insurance, taking payments over the phone, and handling urgent situations as they arise.
- Collaborate with team members to achieve specified metrics, including patient experience measured through quality assurance and patient surveys, valuing patients' time, and successfully setting up patient appointments.
- Maintain strict confidentiality, adhere to proper phone etiquette, and demonstrate data entry proficiency, exceptional written and verbal communication skills, and high emotional intelligence.
Essential Qualifications
- High School Diploma or equivalent required.
- Customer service experience preferred, with a strong focus on providing exceptional patient experiences.
- Ability to work in a fast-paced environment, embracing change and adapting to new situations.
- Pleasant, friendly, and professional manner, with effective customer service skills and a positive attitude.
- Ability to multitask, work independently or as part of a team, and demonstrate a genuine interest in people and a desire to help.
Preferred Qualifications
- Previous experience in a call center or customer-facing role, with a strong understanding of patient engagement and customer service principles.
- Knowledge of medical terminology, optometry, or ophthalmology, with a willingness to learn and adapt to new concepts and technologies.
- Experience working in a remote or virtual environment, with strong self-motivation and discipline to maintain productivity and meet performance goals.
Skills and Competencies
- Exceptional communication and interpersonal skills, with the ability to build strong relationships with patients, team members, and other stakeholders.
- Strong problem-solving and analytical skills, with the ability to think critically and make informed decisions.
- Ability to work in a dynamic and rapidly changing environment, with a strong focus on adaptability and flexibility.
- Proficiency in Microsoft Office applications, including Word, Excel, and Outlook, with the ability to learn new software and systems.
Career Growth Opportunities and Learning Benefits
At EyeCare Partners, we are committed to providing our team members with opportunities for growth and development, both personally and professionally. As a Part-time Patient Engagement Advocate, you will have access to comprehensive training programs, mentorship, and coaching to help you succeed in your role and advance your career. Our company culture values innovation, teamwork, and continuous learning, and we encourage our team members to pursue new challenges and opportunities for growth and development.
Work Environment and Company Culture
Our Patient Engagement Center operates in a professional office environment, with standard office equipment and technology. We prioritize a positive and supportive work environment, with a strong focus on teamwork, collaboration, and open communication. Our company culture values diversity, equity, and inclusion, and we are committed to creating a workplace where all team members feel valued, respected, and empowered to contribute their best work.
Compensation, Perks, and Benefits
- Competitive hourly rate, with opportunities for growth and advancement.
- Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
- Opportunities for professional development and growth, including training programs, mentorship, and coaching.
- Flexible work arrangements, including remote work options after the initial training period.
- Recognition and reward programs, including employee recognition and reward initiatives.
Conclusion
If you are a motivated and patient-focused individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity to join our team as a Part-time Patient Engagement Advocate. With comprehensive training, competitive compensation, and opportunities for growth and development, this role offers a unique chance to make a positive impact on the lives of our patients and contribute to the success of our organization. Apply now to take the first step in your career with EyeCare Partners!
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