Patient Service Specialist

Job Description

Job Description

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 :

PHYSICAL REQUIREMENTS :

ENVIRONMENTAL DEMANDS

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.

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