Patient Service Representative
2 days ago
Tampa
The Patient Service Representative serves as the first point of contact for patients calling our optometry practices. This in-office role supports a high-volume call center environment and is focused on scheduling appointments, verifying insurance, collecting patient information, and delivering excellent customer service. The ideal candidate is friendly, detail-oriented, and comfortable managing multiple priorities while maintaining a patient-first approach and strict HIPAA compliance. This role is essential in ensuring smooth operations across multiple practice locations and creating a positive experience for every patient interaction. Key Responsibilities • Answer high volumes of inbound calls promptly, courteously, and professionally on behalf of multiple optometry practice locations., • Schedule comprehensive eye exams, follow-up visits, and appointments for additional family members across available practice locations., • Verify insurance eligibility, benefits, and coverage, including vision plans (e.g., VSP, EyeMed) and major medical carriers., • Clearly explain basic insurance coverage details and address patient questions with accuracy and professionalism., • Collect and document complete patient and insurance information prior to appointments to reduce day-of-visit delays and billing issues., • Perform outbound appointment confirmation and reminder calls, including preparation instructions and required documentation., • Respond to general patient inquiries, including rescheduling, office hours and locations, services offered, and basic eye care information., • Accurately update patient demographics, insurance details, appointment notes, and call logs within the electronic scheduling and EMR systems., • Manage high call volumes while maintaining accuracy, efficiency, and a calm, empathetic demeanor., • Escalate complex issues such as billing concerns or clinical questions to appropriate team members or practice staff., • Maintain strict compliance with HIPAA regulations, patient privacy standards, and company policies., • Meet or exceed performance metrics including call handling standards, appointment booking accuracy, first-call resolution, and patient satisfaction., • Attend daily & weekly department meetings., • Assist with additional administrative duties or team support tasks as assigned. Qualifications & Requirements • High school diploma or equivalent required; additional education in healthcare administration or related field preferred., • Previous call center or front desk / receptionist experience is strongly preferred; healthcare experience (optometry, ophthalmology, medical, or dental offices) is a plus., • Experience with insurance verification and familiarity with vision and medical insurance plans preferred., • Excellent verbal communication skills with a warm, professional phone presence., • Strong computer proficiency, including phone systems, Microsoft Office, and electronic health record or scheduling software (optometry systems such as RevolutionEHR, Compulink, or similar are a plus)., • Patient-focused mindset with a genuine commitment to providing exceptional service., • Reliable, punctual, and able to maintain a professional appearance in an in-office setting., • Availability to work assigned shifts, which may include evenings or Saturdays based on practice hours. Preferred Skills • Knowledge of optometry terminology and common procedures (e.g., comprehensive eye exams, contact lens fittings, pre-exam requirements)., • Experience conducting outbound reminder or confirmation calls., • Bilingual abilities (English/Spanish) are a plus.