Job Description

Want to bring the “care” back to the vision care industry? We're looking for charismatic types who can project a professional company image through all patient interactions in a Patient Call Center environment.
Pay Class and Pay
Pay Class: Part Time and Remote Pay: $16.01 - $20.01 Hourly

The Visionworks Patient Readiness Care Specialist (PRCS) is a patient advocate whose primary responsibly is ensuring our patients receive great service and established eye care. This is done through patient readiness activities such as: appointment book management, authorizing and explaining insurance benefits, patient outreach, and performing other related duties as assigned or requested.

This PRCS role operates as fully remote, with primary responsibilities performed from a home-based workspace. Occasional travel or onsite attendance may be required for training, meetings, or other business needs.

Essential Responsibilities:
1. Perform patient outreach via text, phone call, email, etc. to drive the customer appointment book.
2. Maintain our system of record ensuring the most up to date appointment book information is available.
3. Validate, authorize, and explain Managed Vision Care (MVC) benefits as needed with patients.
4. Demonstrating empathy and patience when dealing with customers by building positive relationships with above and beyond customer service.
5. Work as part of a team to continuously improve process, service, and execution.
6. Meet established individual and team performance goals in service, productivity, and quality.

Education:
• One (1) year of related experience
• Optical preferred
• HS diploma, GED or equivalent related job experience

Additional Requirements:
• Proficient computer knowledge or skills with Microsoft Word, Excel, Outlook, Power BI, and an understanding of e-commerce and web environments.
• Excellent keyboard skills and impressive telephone etiquette.
• Perform in adherence to company core values including but not limited to privacy, confidentiality and proprietary company policies and procedures (i.e., HIPAA).
• Ability to work flexible schedules to meet changing business demands.
• Ability to effectively work in a remote environment, including self-management, time management, and maintain productivity without direct supervision.
• Reliable internet connectivity and the ability to use company-provided systems, tools, and communication platforms while working remotely.
• Ability to travel and attend onsite meetings, training sessions, or events on an occasional basis as required by business needs.

Skills:
• Clear and articulate verbal communication, active listening skills, and the ability to effectively convey information.
• Problem solving ability to analyze issues, identify root causes, and pursue resolutions.
• Aptitude to effectively present information in one-on-one and small group settings is necessary. Bilingual ability is welcomed.

Work Environment: (Remote)
• This position is designated as fully remote, with work performed from a private, secure, and distraction-free home workspace that supports patient confidentiality and HIPAA compliance.
• Associates may be required to attend onsite training, meetings, or other in-person activities on an occasional basis, based on business needs. Travel expectations may vary and are not guaranteed or scheduled on a recurring basis.

Training Requirements: (where applicable)
• Complete company required training within required timeframes.
• Cross training in all departments as needed.

Benefits:
At Visionworks, we offer a generous, competitive benefits package (for our part-timers, too!) and exclusive employee discounts – including but not limited to:

• Vision Coverage
• Paid Parental Leave
• Bereavement Leave
• 401 (k) Savings Plan
• Paid Time Off
• Milestone Anniversary Awards
• Medical, Dental for Full Timers
• And more!

Essential Responsibilities related to Physical Demands/Work Environment:
• The primary work environment for this role is a home-based office setting. Occasional onsite attendance may be required for training, meetings, or other business-driven activities.
• The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the associate is required to sit, use hands and fingers to handle, feel, pick, or pinch, and talk or hear most of the time. The associate is occasionally required to stand, walk, and reach with hands and arms. The associate must frequently lift and/or move up to 10 pounds. The noise level in this location is moderate (use of computers, printers, and machines).

Activity: Amount of Time:
None Under 1/3 1/3 to 2/3 Over 2/3
Stand X
Walk X
Sit X
Use hands and fingers to handle, feel, pick or pinch X
Reach with hands and arms X
Climb or balance X
Stoop, kneel, crouch, or crawl X
Talk or hear X
Close Vision (clear vision at 20” or less) X

Behavioral Characteristics:
• Must be courteous and professional through phone and electronic communications.
• Must be able to communicate clearly and effectively with patients and other associates.
• Must be detail orientated and well organized.
• Must be able to maintain patient confidentiality.
• Must be able to problem solve.
• Must be a team player.
• Must be able to effectively participate in virtual meetings, trainings, and collaborative sessions on a regular basis, and attend onsite meetings, training, or other business-driven activities when required by business needs.
• Must have the ability to initiate immediate interaction, coordination, and collaboration with team members, patients, etc.

HIPAA & Security Requirements

All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, Associates may have access to covered information, cardholder data or other confidential customer information which must be protected at all times. As a result, Associates must explicitly adhere to all data security guidelines established within the Company’s Privacy & Security Training Program.

Visionworks is an equal opportunity employer, committed to the hiring, advancement and fair treatment of individuals without regard to race, color, religion, sex, age, sexual orientation, gender, national origin, ethnicity, disability or veteran status, or any other protected status designated by federal, state or local law.

The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria considered necessary to perform the job successfully. As required by changing business needs, complete additional essential responsibilities as identified and assigned. The designation of this role as fully remote does not eliminate the potential need for occasional onsite attendance. Onsite requirements may occur based on business needs and do not guarantee a specific frequency or duration.