Patient Engagement Associate I at Eye Health America LLC

Jacksonville, Florida, United States -

Full Time

Start Date

Immediate

Expiry Date

07 Jul, 26

Salary

19.0

Posted On

08 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service, Communication skills, Problem-solving, Troubleshooting, Active listening, Note-taking, Organization, Attention to detail, Teamwork, Multitasking, Data entry, HIPAA compliance

Industry

Medical Practices

Description

Description 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 Requirements 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.

Responsibilities

The Patient Engagement Associate manages customer inquiries via multiple channels, including phone, email, and chat, to resolve concerns and provide accurate service information. They are responsible for documenting interactions in EHR systems while maintaining compliance with HIPAA regulations and company policies.