Primary Purpose: Under the direction of the Patient Counselor Manager, to ensure the efficient operations of the Patient Counselor department including but not limited to: Maintaining Inventory, Delivering Patient Education, Scheduling, Reviewing Insurance Coverage, Obtaining Consent, Understanding of Diagnostic Testing, Making Confirmation/Wellness Calls, Receiving In-coming calls, Answering Voicemails and Interoffice Communications. Primary Duties: (*=essential functions) - To ensure an efficient and effective flow of clinic by maintaining inventory daily such as brochures, surgical folders, copies of consents and surgical packets.*
- To proactively recognize which patient should be taken next from the Room Manager in NexTech.
- To ensure the effective communication for cataract patients during education by reviewing the surgical options tailored to their needs.*
- To provide appointments that accommodates the patient and follows scheduling protocol.
- To assist the patient in understanding their insurance coverage and any out-of-pocket cost that may apply and explore solutions to their needs.*
- To assist patients when consenting for their elective procedure and reviewing options as well as risk benefits and alternatives.*
- To ensure effective communication by demonstrating an understanding of diagnostic testing.*
- To provide confirmation calls one week prior to scheduled surgery date that include arrival time, location, date to start medications, review of medication expectation with application and compliance, review of surgical consent options, and confirm post-operative date, time and location.*
- To provide wellness calls the day of surgery as a follow up after their procedure by assuring them of common post-operative symptoms, review post-surgical application of surgical medications and reminder of post-operative appointment and the details and importance of after care.*
- To review and prioritize calls/voicemails each morning and afternoon in order to address urgent issues. *
- To ensure effective and efficient care to our patients by returning urgent calls/voicemails within preferably 90 minutes and in no event later than four hours. *
- To perform other duties as requested by the Patient Counselor Manager.
Position Requirements: - Requires High School diploma or equivalent.
- 1-2 years of clinical medical experience.
- Ophthalmology experience preferred.
- Requires ability to maintain strict confidentiality of all patient information.
- Requires ability to manage multiple job assignments under varying degrees of pressure (usually from deadlines)
- Requires strong written and oral communication skills
- Requires the ability to make informed, well thought-out decisions.
- Requires exceptional interpersonal skills, including the ability to benchmark work place civility and promote a positive work environment.
- Requires strong computer competency, including the ability to learn new programs quickly.
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