Remote Patient Services Representative

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Job Title: Remote Patient Services Representative for U.S. Optometry Practice
Job Level: Entry Level

Company Overview:
We are a reputable optometry practice committed to delivering exceptional eye care services to our patients across the United States. Our focus is on providing personalized and compassionate care, and we are seeking a dedicated individual to join our team as the first point of contact for our valued patients.

Position Summary:
We are looking for a highly motivated and experienced Remote Patient Services Representative based in the Philippines. The ideal candidate will manage inbound and outbound calls, assist patients with scheduling appointments, address inquiries, and perform other related tasks to ensure a seamless patient experience.

Key Responsibilities:
• Answer incoming calls promptly and professionally.
• Schedule, reschedule, and confirm patient appointments using our electronic health record (EHR) system.
• Provide accurate information regarding services, insurance, and payment options.
• Address patient inquiries and concerns with empathy and efficiency.
• Maintain and update patient records with a high degree of accuracy.
• Collaborate with the optometry team to ensure optimal patient care.

Performance Metrics:
To ensure excellence in patient service, the following performance metrics will be used to evaluate success in this role:
• Average Handle Time (AHT): The average duration of a patient interaction, including talk time, hold time, and after-call work. Efficiently managing AHT ensures timely assistance to patients while maintaining service quality. ?
• Quality Score: Assessment of call quality based on adherence to protocols, accuracy of information provided, and overall patient interaction effectiveness. High-quality scores reflect a commitment to excellence in patient care.
• Patient Satisfaction Score: A measure of patient contentment with the service provided, often gathered through post-interaction surveys. High scores indicate successful patient engagement and issue resolution.
• Service Level: The percentage of calls answered within a specified timeframe, reflecting the ability to meet patient demand promptly. Maintaining a high service level ensures patient satisfaction and loyalty. ?
• Appointment Scheduling Rate: The efficiency and accuracy in scheduling patient appointments, ensuring optimal utilization of clinic time and resources.

Qualifications:
• Proven experience in a customer service role, preferably in a medical or optometry setting.
• Exceptional verbal and written English communication skills.
• Familiarity with EHR systems and medical scheduling software is a plus.
• Strong organizational skills and attention to detail.
• Ability to work independently and manage time effectively.
• Stable internet connection and a quiet workspace conducive to professional phone conversations.

Work Schedule:
• Full-time position.
• Must be available to work U.S. business hours, including potential evening shifts to accommodate different time zones.

Compensation and Benefits:
• Competitive salary commensurate with experience.
• Opportunities for professional development and growth.
• Performance-based incentives.
• Paid time off and holiday pay.


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