Patient Services Specialist, Vital Tears chez Saving-Sight

POSITION PURPOSE:

This mission centered position aids in providing services and/or distributing products to patients nationwide while maintaining accurate and complete data on partners and patients.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for the day-to-day operations of the Patient Services department, including tracking shipments, following up with our mobile partners, reviewing in default accounts, navigating issues within orders, and communicating with physicians and other external customers.
• Strong understanding of the Vital Tears process to effectively navigate the specialist role.
• Manage multiple databases to ensure accurate and complete records of partner accounts, and patient information in all systems.
• Follow up with patients, physicians, blood collection facilities to meet patients' needs and satisfaction.
• Collect patient payments and execute other accounting functions related to the order, including following up on default payments.
• Share high volume of inbound and outbound calls with the Patient Services team.
• Effective problem-solving skills to solve patient concerns and order issues, i.e. shipping issues, blood issues etc.
• Effective critical thinking skills; analyzing issues objectively, considering various perspectives, identifying root causes, and proposing effective solutions.
• Display a professional demeanor towards all patients and agencies (including but not limited to physicians, schedulers, technicians, phlebotomists, patients, other Vital Tears partners) while maintaining and strengthening relationships with all external and internal partners.
• Ability to de-escalate situations involving dissatisfied patients or physicians, offering assistance and support.
• Work in conjunction with the Business Development team to ensure both prospective and current patient relationships are being maintained and developed.
• Demonstrate teamwork and collaboration in internal and external communications.
• Be self-motivated to monitor your own work, ensuring a high level of quality, efficiency, and standards achieved.
• Work closely with other internal departments on tasks, projects, initiatives related to Vital Tears. (Quality Assurance, Finance, Lab, other)
• Generate and manage various reports including but not limited to commission reports, mobile partner reports, and accounting reports.
• Document accurate and current accounts, interactions, and events in the customer relations management tool.

QUALIFICATIONS and EXPERIENCE:

• A minimum of one (2) year customer service and/or call center experience required.
• Previous experience with Vital Tears preferred.
• A basic knowledge of ophthalmology (various specialties, anatomy of the eye) a plus.
• Ability to think strategically and plan work around attaining goals and objectives.
• Strong interpersonal, verbal, written and phone communication skills required.
• Intermediate knowledge and ability to use computers and related technology efficiently. Ability to use multiple screens and navigate multiple systems.
• Active listening skills – be able to build rapport with patients.
• Great organizational skills.
• Strong problem-solving abilities and attention to detail.
• Ability to manage and handle stress while showing good judgment.
• Ability to work independently, with limited direction, and in a team environment.
• Ability to work with distraction and to multi-task with frequent interruptions.
• Intermediate knowledge of Microsoft operating systems, Microsoft Office, general database, and web-based applications.
• Must have reliable transportation.
• Availability to work rotating weekends and nights as necessary.

PHYSICAL REQUIREMENTS:

• Frequent periods of intense concentration, attention to detail and accuracy.
• Ability to handle mental and physical strain involved in use of printed materials, prolonged use of computer screens and extensive phone usage.
• Moderate manual dexterity for basic keyboarding.
• Long periods of sitting and/or standing may be required.
• Ability to lift and move 20 pounds is required.

ENVIRONMENTAL DEMANDS

• Normal office environment.

NOTE: The preceding statements describe the nature and level of assignments normally given job incumbents. They are not an exhaustive list of duties. Additional duties may be assigned.

Saving Sight is an Equal Opportunity Employer. We take pride in the diversity of our staff, and seek diversity in our applicants. Saving Sight does not unlawfully discriminate on the basis of any status or condition protected by applicable federal or state law. Saving Sight reserves the right to seek, hire and promote persons who support the goals and mission of the institution.