Description
About the role
The Consultant, Patient Relations is responsible for ensuring the delivery of excellent service to MED patients, in support of the company missions and goals through full resolution of customer complaints and issues. This role works through and with all levels within the organization (when necessary) to resolve patient issues and addressing inquiries, maximizing organizational good-will that builds patient loyalty and improve organizational efficiencies while reducing costs and order re-dos. They also serve as a liaison between the Home Office and MED Offices to address patient related issues primarily on phone calls, emails, patient reviews and social media. This role will report to the Manager, Patient Relations.
This is a remote role and may require occasional travel to our Vienna, VA or Raleigh, NC office as determined by your manager.
You Will
- Act as a direct contact for patients who have service-related issues by monitoring and responding to inquiries received through all patient contact channels start to finish.
- Consistently maintain a courteous, professional, helpful demeanor when dealing with patients by telephone, written correspondence and social media.
- Lead daily monitoring of patient engagement across social media channels following the company’s approved and regulated community guidelines
- Identifies patient needs to fully understand the need behind the need, adapting in-the-moment and being resourceful to resolve problems. This also includes escalating concerns/needs to appropriate members of leadership
- Assists with continuously recommending improvements by analyzing the appropriate social media data/metrics, insights, and best practices.
- Proactively research patient issues, identifying all pertinent information necessary to accurately analyze the problem and identify an effective resolution.
- Develop recommendations for resolution of issue, in consult (and agreement) with the Regional/District Leaders, and then facilitate the corrective actions necessary to address the issue with the appropriate departments or locations.
- Where appropriate, process refunds, reorders or other corrective measures to address work performed that failed to meet the patient (or MyEyeDr.’s) standards.
- Perform follow up contact with patients to ensure that outstanding issues are resolved, within the designated time frame and confirm that the customer is satisfied with results.
- Possess the skillset to support the Patient Relations Manager with training Patient Relations Representatives
- Participate in Team Meetings, as required, providing pertinent information and input regarding patient satisfaction issues and trends as well as recommendations for training and/or other proactive steps that will prevent future reoccurrence of issues.
- Other duties, as assigned.
About You
- 2-5 years of MyEyeDr. field office experience required
- 5 years of customer/patient service experience required
- Previous Leadership experience is preferred
- AA or BA/BS in related field is desirable
- Strong knowledge of MyEyeDr. office standards, practices and policies
- Demonstrated ability to establish positive rapport and build collegial relationships within various departments of the organization to maximize the efficient flow of information.
- Strong computer software and data input skills, with high speed and accuracy
- Proficiency in utilization of automated equipment and systems standard to the optometry industry.
Grow with Us
- Career Development and Training Opportunities
- Participate in a comprehensive benefits package including medical and dental coverage, tax-free savings plans, life insurance and more
- Participate in our Vision coverage and associate discounts on our products
- Participate in our 401(k) with competitive company match
- Accrue PTO and paid holidays from day one
Introduction | MyEyeDr.
How do you see yourself today? Are you looking for that unique opportunity where you can make a difference in the lives of the patients we serve? MyEyeDr. is a high-growth, premier healthcare company: a total vision care concept with a unique retail experience. Our trusted community doctors and knowledgeable teams are all focused on helping our patients live their best lives by delivering an exceptional, personalized experience to each of our patients in every interaction. Our business model is unlike others in the industry: we make healthcare accessible by welcoming all insurance and providing a great selection of stylish eyewear that meets the diverse needs of our patients.
This role provides a chance for you to build your professional career with an organization that is purposeful and whose values drive actions. You would have the opportunity to prioritize the care of our associates and our patients, to connect the knowledge of our talented teams to our patients’ needs, and to work in a fun, inclusive environment as part of a collaborative team. We are in search of that unique individual who is inspired by a career focused on helping others and providing quality care while continuously growing professionally and improving MyEyeDr. in meaningful ways. If this is you, we encourage you to apply so you can get your journey started with MyEyeDr. where you can help people see, look, and be their very best.
MyEyeDr. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category. MyEyeDr. will not tolerate discrimination or harassment based on any of these characteristics.
2-5 years MyEyeDr. field office experience required; 5 years customer/patient service experience required; leadership experience preferred; AA or BA/BS desirable; strong computer and data input skills; proficiency in optometry industry systems.
Key Responsibilities
- resolving patient issues
- monitoring social media
- analyzing patient data
Job Details
- Category: Customer Service
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — United States
- Languages: English
Benefits
- 401k matching
- Generous paid time off
- Retirement plan
About MyEyeDr.
A total vision care company providing an exceptional, personalized experience to patients. — Industry: Healthcare