Patient Service Representative (Call Center) - Retina Consultants of Texas

Retina Consultants of Texas (RCTX) is seeking Patient Service Representative to join our innovative team with the mission of Fighting Blindness For The World To See. This position will be responsible for setting the tone of the patient experience. The Patient Service Representative actively listens to the patient, schedules the patient according to their request, or triages the call to the appropriate team member throughout the practice. This role will report to The Administrative Business Office.

Candidates must be able to meet the needs of the patients and providers, and support the Patient Services Department hours of Monday through Friday, 8:00am - 5:00pm. Schedules are provided weekly and are based on the provider's clinic, patient and surgery schedules. 

Retina Consultants of Texas is the largest and most respected retina-only ophthalmology practice in the United States. Our group consists of 26 world renowned physicians leading the world in retinal care. While serving two major metropolitan markets (and their extensions) our combined culture allows us to best serve our patients, referral sources and our own team of physicians. RCTX also invests heavily in diagnostic equipment, providing state-of-the-art retina imaging, laser and diagnostic capabilities to each patient. This, combined with the clinical expertise of our physicians, an outstanding and devoted staff, and 25 convenient locations to serve our patients.

We worked hard to create our culture as Retina Warriors. We strongly emphasize our core values of Hard Work, Authentic Care and Innovation in everything we do. It is our belief that by investing in our people, our people will be empowered of their own accord to provide the highest quality patient experience.

In addition to being highly challenged professionally, in joining our practice, the following competitive benefits for full-time eligible employees after a 60-day introductory period:

• Employee Paid Benefits such as Medical, Dental, and Vision, short-term disability, voluntary life insurance, accident, critical illness, hospital indemnity, pet insurance, HSA pre-taxed contributions, 401 (k) retirement savings contributions both Roth and Traditional options starting date of hire.
• Employer Paid Benefits such as long-term disability, $25,000 basic life insurance policy, 3% 401(k) safe harbor contribution, HSA employer contributions, annual performance merit increases, certification opportunities, rewards & recognition platform, WellHub Starter Plan Gym Membership, paid time off and (8) paid holidays + (1) floating holiday annually.  

RCTX is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, disability, military service, veteran status, genetic information, or any other protected class under applicable law.

• Receives incoming calls and schedules for a multi-location Retina practice
• Maintains compliance with HIPAA by keeping sensitive information confidential
• Performs in a high productivity, fast-paced environment
• Provides excellent customer service
• Triage patient calls to determine path to action regarding scheduling needs
• Collects full, complete, and accurate insurance information
• Partners with team members throughout the practice to triage patient calls
• Communicates effectively with all team members throughout the practice to ensure patient message requests are received
• Documents accurately and concisely in all systems
• Works with patient to address any concerns. Escalates patient concerns to leaders as needed
• Have working knowledge of all providers within our practice in order to fill schedules based on business needs
• Completes other duties as assigned

• Excellent communication and computer skills
• Ability to exercise judgment and decisions making
• Working knowledge of insurance terminology
• Basic Proficiency in MS Office (Word, Outlook), EMR
• Bilingual (English/Spanish) preferred

Education Requirements

• High school diploma, GED, or equivalent

Experience Requirements:

• 1-2 years customer service, medical scheduling, or ophthalmic technician experience preferred

Physical Abilities:

• Prolonged periods sitting at a desk and working on a computer.