Senior Patient Engagement Center Specialist

at Clarkson Eyecare
Ballwin, MO

EyeCare Partners is currently seeking a Senior Patient Engagement Center Specialist in our PEC to support our Patient’s billing needs via phone, email or Well App text messages, Direct Message appointments, and DSS appointments as well as assist our office staff. 

Our ideal SPS candidate is a team-oriented individual who is driven, to ensure that professionalism, productivity and quality are maintained and continually improved.  Flexibility to a multi-work-type environment as well as ability to adapt and support change is a crucial piece of this position.  

Our newest SPS's wanted to share their experiences in the role: 

"It's like solving mysteries! You put the pieces and clues together. You're like a detective speaking with multiple parties...insurance providers, OMs, OSG, refunds department, other billing agents, to get to the answer or the prime suspect which could be a copay, a coinsurance, a check that went missing, etc. That's why I enjoy it!" -Sean P

​"I really love the problem solving aspect of being an SPS. I also love that moment with patients where you're breaking down their bill and insurance and then they are able to leave the call with understanding as opposed to confusion when they initially called." -Azaria P

​"I love being able to tell a story with the bill, and making it palatable for the patients. Insurance is a tricky thing for everyone, but being able to decipher the complexities of it for our patients is exhilarating." -Nicollette O

Responsibilities:

  • Support patients with billing needs via phone, email and Well App
  • Schedule patient appointments
  • Schedule Direct Messaging and DSS appointments
  • Process billing write-off and adjustment requests
  • Take inbound and Outbound patient calls
  • Check on orders for contacts & eyeglasses
  • Verify insurance as well as call to confirm balance due
  • Handle urgent situations as they arise
  • Make outbound calls to schedule and confirm appointments 
  • Research and troubleshoot patient accounts
  • Take patient payments over the phone
  • Request patient refunds 
  • Perform All other duties as assigned

Requirements:  

  • Strong Problem-Solving Skills
  • Teamwork, flexibility, reliability, and mentoring skills are required 
  • Attention to detail
  • Goal Oriented
  • Pleasant, friendly, professional manner, customer service skills, excellent written and verbal communication skills with a high level of emotional intelligence.
  • Requires a positive attitude, ability to multi task, ability to work independently or as part of a team, and have a genuine interest in people and desire to help.
  • Experience working in a fast-paced environment and ability to embrace change
  • Demonstrated interpersonal skills
  • Ability to maintain strict confidentiality
  • Proven ability to take initiative with little direction from Supervisor.
  • High School Diploma or equivalent, Prefer Associate degree or some college
  • Proper phone etiquette
  • Data entry proficient
  • Exceptional written and verbal skills
  • Excellent customer service skills
  • Preferred knowledge of healthcare billing
  • Comply with Attendance Guidelines

Physical Requirements:

While performing the duties of this job, the employee is regularly required to talk and hear. Must be able to sit for an extended period of time.

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment:

The job operates in a professional office environment.  The role routinely uses standard office equipment such as computer, phones, photocopiers, filing cabinets and fax machines.

Position Type/Expected Hours of Work:

Some flexibility in hours is allowed, but the employee must be available during the “core” work hours of 6:30 a.m. to 7:00 p.m. Monday – Friday, and 7:00 am to 1:00 p.m. on Saturday’s. Must work 40 hours each week to maintain full time status.  Position will require training and minimum of the first 90 days in position to be located in Corporate ECP location.

Employer-matched 401k, generous employee purchase program, family purchase events, certification reimbursements, monthly incentive programs, health/dental/vision insurance, employer-paid life insurance, a leadership team that knows everyone by name and loves to promote from within, and a whole lot more!

If you need assistance with this application, please contact (636) 227-2600

Please do not contact the office directly – only resumes submitted through this website will be considered.

EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, and veteran or disability status.