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Optometry Patient Care Specialist

2 months ago

Waltham, Massachusetts, United States Ophthalmic Consultants of Boston Full time
Position Overview

Ophthalmic Consultants of Boston (OCB) is actively looking for a Patient Care Specialist in the Optometry & Optical Services sector. This role is a full-time position, operating Monday through Friday, with the option for 2-3 remote workdays if preferred. The Patient Care Specialist will embody OCB's commitment to exceptional patient service, Unity, Ethics & Integrity, Fairness, Operational Excellence, and Fiscal Responsibility while serving the Optometry and Optical division.


Work Schedule: 40 hours per week; Monday through Friday 8-4:30PM

Key Responsibilities:

The Patient Care Specialist I, II, III will manage daily administrative functions to support the practice and its providers. Responsibilities may vary day-to-day, requiring flexibility and adaptability.


Patient and Provider Communication:

· Deliver outstanding customer service.

· Convey medical inquiries from patients to the appropriate provider or resource via Epic in a professional, clear, and precise manner.

· Document patient interactions in the medical record.

· Address patient concerns and issues as they arise.

· Elevate patient inquiries or concerns to the Practice Manager/Supervisor when necessary.

· Respond to messages from patients through Patient Gateway. Manage in-basket communications in Epic among team members and providers.

· Input orders into Epic.

Telephony and Appointment Scheduling:

· Handle a high volume of patient calls requiring triage and appointment scheduling with providers and for testing.

o Manage calls from the main OCB line and specialty service-specific direct lines.

o Understand how to review templates and assign the correct appointment slots based on type (new, established, consult, post-op, urgent, etc.).

· Maintain open communication regarding template concerns with the Practice Manager/Supervisor.

· Monitor schedules and report any scheduling issues to the Practice Manager/Supervisor.

· Ensure a high level of scheduling accuracy.

· Make outgoing calls for rescheduling appointments.

· Regularly manage and work the waitlist as openings occur.

· Follow up on recall reports as necessary.

· Document no-show appointments and conduct patient follow-ups.

· Schedule MRI, CT, labs, and pathology appointments.

General Administrative Duties:

· Manage incoming faxes.

· Follow up on and document pathology results after provider review.

· Import necessary paperwork for all tasks.

· Process incoming patient referrals.

· Handle mail as required.

· Manage prescription refills and prior authorizations for prescriptions related to the specialty.

· Perform related job functions as required.

Qualifications:

· Minimum of one year in customer service and healthcare; three years for Patient Care Specialist III.

· Bachelor's degree is preferred.

· Familiarity with electronic medical records, particularly Epic, is preferred.

· Experience managing a high volume of patient calls.

· Strong verbal and written communication skills, with keen attention to detail.

· Proficient in Microsoft Outlook, SharePoint & Teams.

· Advanced multitasking abilities and prioritization skills based on business needs.

· Capability to work effectively with challenging individuals in stressful situations.

Benefits Offered:

  • Health & Dental Insurance - effective from the first day of employment
  • Paid time off and Paid Holidays
  • Health & Dependent Reimbursement Accounts
  • 401(k) Plan with Company Contribution
  • Company-paid Life and Long-Term Disability Insurance
  • Employee Discounts

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