Job Description

Advanced Eye Care - Panama City/Magruder Eye Institute has been serving Panama City for over 25 years, and is proud to be the leading ophthalmic group in the community. We offer a full spectrum of medical and surgical treatments so that all options are available to our patients. Advanced Eye Care - Panama City/Magruder Eye Institute is committed to the delivery of personalized eye care of the highest quality. Not only do we value our patients, but we are also passionate about our staff. Our amazing leadership team is committed to cultivating and maintaining an employee centric work environment where every employee has a voice and a platform to share their ideas and suggestions, are encouraged and incentivized to broaden their education and training and are invited to participate in the numerous employee activities offered monthly.

Advanced Eye Care - Panama City/Magruder Eye Institute is affiliated with Ascend Vision Partners premier network of Ophthalmic Medical Services.

Our Mission is to deliver best-in-class ophthalmic and optometric care.

Team members are hired to assist the organization in building a differentiated integrated eye care platform focused on superior patient care delivered through our network of optometrists and ophthalmologists. Team members are expected to a behavior of professionalism, which includes but is not limited to, acting with integrity and accountability, support our clinicians in all aspects of patient care delivery, support a culture of respect, diversity and inclusion in our organization, and enhance the patient access to primary and specialty eye care. Our vision is to create an admired healthcare company dedicated to delivering personalized eye care with outstanding patient outcomes.

The Patient Services Specialist (Front Desk)/Surgery Scheduler is responsible to provide the highest quality patient care in scheduling all patients appointments, surgical procedures, obtaining referrals, consents, verifying insurance authorization, collecting patient co-pays and balances, medical clearances, and computer task management. A strong communication skill set is required for communications between staff, management and patients served.

Essential Duties & Responsibilities:

• Provides high level customer service in all interactions with internal and external customers.
• Provides direct, professional, and knowledgeable interactions with patients, providers, referral sources, and the clinical team.
• Answers telephone calls accurately and with exceptional customer service and ensures the caller's needs are met and accurate information is obtained.
• Utilizes the operational guidelines for scheduling patient appointments and/or surgical procedures per physician direction.
• Obtains required medical clearance documents for surgical procedure.
• Obtains payment from each patient, including copayments, balance due and appropriately receipts all monies collected.
• Verifies, ensures eligibility, and registers patients by obtaining patient demographics and third-party coverage(s) at every encounter and obtains referral is required for requested patient appointment or procedure.
• Advises patient on physician referral and provides appropriates notes/updates to referring physician, as needed.
• Prioritizes and completes all work in an accurate, effective, and efficient manner.
• Completes reminder calls to patient for scheduled appointments, as needed.
• Maintains patient confidentiality regarding access to patient and other clinical information via email, computer, fax, and mail.
• Addresses concerns of patients, provides service recovery, and escalates issues as needed.

Education & Experience:

• High School Graduate, or equivalent education
• Minimum of two (2) years' of front desk/surgery scheduling or related experience, ophthalmology experience preferred.
• Certified Patient Service Specialist (CPSS) Certification, preferred.

Core Competencies:

• Demonstrated effectiveness showing courtesy, diligence, integrity, and teamwork
• Strong interpersonal skills (effective listening, clear communication, effective customer problem resolution, warm demeanor)
• Ability to master ophthalmology terminologyUnderstand HIPAA and can maintain confidentiality
• Obvious enthusiasm and interest in required
• Have an outgoing personality with professional demeanor
• Have a true desire to learn and the ability to think critically
• The ability to communicate effectively to employees and patients
• Can make independent and accurate decisions
• Have an attitude that reflects a desire to go beyond the minimum required duties

Physical Activity of Position:

• Talking. This position requires expressing or exchanging ideas through the spoken word. This position must participate in activities to convey detailed or essential verbal instructions to physicians, staff, and vendors accurately and succinctly.
• Hearing. This position is required to perceive sounds at normal speaking levels with or without correction, including the ability to receive detailed information through oral communication and make the discriminations in sound.
• Repetitive motion. This position requires substantial movements (motions) of the wrists, hands, and fingers while working on reports or the computer.
• Sedentary work. This position may need to occasionally exert up to 10 pounds of force to lift, carry, push, pull, or otherwise move objects. The job consists primarily of sedentary work and involves sitting most of the time. Walking and standing are required only occasionally.
• Visual Requirements. This position is required to have close visual acuity (with or without correction) to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and extensive reading.
• Environmental Conditions. This position is not substantially exposed to adverse environmental conditions (such as in typical office work.)

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