Patient Support Agent (McAllen)

Thurmond Eye Associates has been serving Hidalgo, Starr, and Cameron Counties for over 60 years, and is proud to be the leading ophthalmic group in the community. We offer a full spectrum of ophthalmic medical and surgical treatments so that all options are available to our patients. Thurmond Eye Associates 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.

The Patient Support Agent (call center representative) position allows you to provide a welcoming environment to both our patients and providers. This position is responsible to schedule patients with our providers via incoming and outbound calls with a focus on customer service. Provides operational support in delivery of patient care in a call setting environment. Responsible for answering phones in a timely and professional manner, scheduling appointments, obtain and input insurance information, and direct calls accordingly. Adhere to schedule rules as established by the facility and providers.

Job Responsibilities

• Communicates in a cordial, professional manner with patients via phone.
• Completes new patient registration (inputting demographic information, insurance information, etc.) and patient appointment information for incoming callers to appropriate facility/provider.
• Logs all patient communication within patient chart during or after patient call.
• Fills patient cancellation slots efficiently in keeping schedules booked for the providers.
• Improves positive patient satisfaction outcomes by assuring that all quality measures are met in regard to our patients experience.
• Updates computer referring physician data base, as needed.
• Works with online scheduling system and EHR.
• Verifies patient data and insurance to ensure it is updated for accurate billings.
• Responds to patient concerns or refers to leadership as needed.

Education and Experience

• High school diploma or equivalent, preferred
• Call Center, Customer Service or other related experience, preferred
• Bilingual (English/Spanish), required

Knowledge, Skills & Abilities

• Customer Service
• Possesses medical knowledge as it relates to patient coordination of ophthalmic care.
• Ability to utilize a desktop computer, keyboard, mouse and headset
• Acquainted with common ocular symptoms and complaints

Physical Requirements

• Sitting for extended periods of time
• Requires using hands to handle, control, or feel objects, tools, or controls
• Requires repetitive movement

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