Patient Relations Coordinator

Patient Relations Coordinator

Position Description: Patient Relations Coordinator

Position description

The Patient Relations Coordinator contributes to the daily success of the department by ensuring set objectives are achieved. Patient Relations Coordinator provides reliable, efficient support to patients through exceptional customer service. Applying comprehensive knowledge of company products and services through proficient applications in delivering to our customers demography through cold calls, outbound and inbound; and with applied knowledge of the most commonly used media platforms such as WhatsApp, FaceBook, Instagram. The Patient Relations Coordinator provides support to all branches through assisting to secure appointments, engaging sales and resolving collection challenges.

Key areas of responsibility

The following is a list of expected results of this position, along with the essential functions

(“Responsibilities”) necessary to achieve them. These include: 

• Ensure outbound/inbound sales appointments and collections set objectives are achieved.
• Maintain patients appointment on the calendar, increase sales and collections metrics
• Consistently provide business telephone etiquette: be prepared, be present, be polite, be patient, personable, be professional, be proactive
• Gather information, researches/resolves inquiries and logs customer calls
• Ability to multitask - typical tasks involve account research, functions on screen and remaining engaged with customers on the phone
• Sell and upsell our products and services, make appointments and place in the patient calendar on GD
• Upsell products and services
• Initiate strategies for collection processes and procedures
• Develop alternative payment plans with help from A/R department
• Supporting and fostering the company's mission to provide excellent customer service. All persons are treated according to the ‘Golden Rule’ and are made to feel like PEC Family, confident that their needs and expectations are being met.
• Ensuring excellent customer service is offered internally and externally
• Other duties as assigned

Required knowledge, skills, and abilities

• Successful at maintaining team spirit and strong employee morale.
• Excellent communication and listening skills
• Excellent time management skills and strong attention to details
• Adaptable and able to manage change whilst maintaining a positive attitude
• Flexibility to long hours, work holidays and weekends
• Demonstrate excellent communication in both verbal and listening skills with employees, as well as patients. Demonstrate a professional and calm posture when confronted with an angry patient or disgruntled team member
• Models a strong work ethic by being reliable, dependable, and willing to “pitch-in” outside of typical position responsibilities
• Excellent knowledge and experience in the necessary technology, including computers, software applications, phone systems and business etiquettes, Social media platforms, ability to type 30 wpm and knowledge of Microsoft Office
• Excellent knowledge of general office equipment, ability to assess technical issues and handle quickly and appropriately
• Demonstrates analytical skills through attention to details and problem-solving techniques

Policies and procedures

All employees are expected to abide by all policies and procedures of Professional Eye Care. Non-compliance with policies and procedures can lead to corrective action.

Education and experience

• High School Diploma and four years work experience, with 2+ years’ experience at a supervisory level
• 2+ years of call center experience.

Conclusion

This position description is intended to convey information essential to understanding the scope of the position, the general nature and level of work performed by the employee within this position, and the desired outcomes as a result of the employee’s performance. However, this position description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities, or working conditions associated with the position. In an effort to continually provide excellent customer care, the employee may be assigned responsibilities not specifically listed in this position description.