Lead Clinic Experience Associate

POSITION SUMMARY

EVP Eyecare is a privately held, portfolio company of The Cortec Group. Based in Denver, Colorado, EVP owns and operates a super-regional network of eyecare practices and surgical centers that conduct business under premier brands in Colorado, Texas and Arizona. We believe that delivering on an outstanding patient experience starts with building an outstanding employee experience.

Our mission is to improve peoples lives through better vision and outstanding patient experiences.

The Lead Clinic Experience Associate is responsible for managing and supervising front office activities as well as being the first point of contact for each patient coming into our clinic. This person is responsible for assisting patients in receiving services, checking-in, filling out and receiving the appropriate paperwork and explaining policies. A Clinic Experience Associate is also responsible for receiving and directing patients, visitors, vendors, clients, and customers to appropriate locations and parties. This position requires a compassionate, outgoing, positive personality who is willing to go above and beyond to create an exceptional patient experience. Maintains a professional appearance as well as excellent verbal and written communication skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions include, but are not limited to the following:

• Responsible for patient tracking and cancelled appointment follow up.
• Managing Staff/Patient interactions on the phone and in person
• Oversight of social media reviews
• Greet patients as they arrive at the office in a friendly and professional manner.
• Answer, assist, and direct all incoming telephone calls to appropriate parties in a professional, courteous and timely manner.
• Check voicemail first thing in the morning and frequently throughout the day; accurately record messages and route them to the appropriate person.
• Answer general patient questions about their procedures and understand where to refer questions that are beyond their scope of knowledge.
• Quote and discuss surgical fees, service fees, co-pays, payment policies and financing options with patients.
• Check patients in and out and schedule any needed appointments.
• Bill out visits through insurance, collect payments, and enter correct CPT/ ICD-10 codes to ledger
• Assist with end of day counts and prepare accurate daily deposits
• Provide administrative support when needed
• Perform other similar duties as assigned

MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)

• Two years of patient/customer care experience (or equivalent customer related ability)
• Proficient in Microsoft Office, specifically Excel, Word, and PowerPoint
• Excellent oral and written communication skills
• Exceptional customer relationship skills
• High School Diploma or GED Highly Desirable
• Proficiency in a second language highly desirable (Spanish preferred)

BENEFITS

Benefits include Medical, Dental, Vision Discounts, 401(k) with company match, Life Insurance, Short Term & Long-Term Disability options, Employee Assistance Program, generous time off plans and company paid holidays.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

NOTE

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.

EVP EyeCare provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.