Role Description This position pre-registers and schedules patients for appointments, procedures, tests, and other services in a timely, professional, and courteous manner. Responsibilities include: - Answering incoming calls and completing follow-up and referral work queues. - Communicating with patient care teams to ensure efficient, appropriate care for patients. - Completing patient checkout and scheduling follow-up appointments per the physician’s order. - Providing patients with cost estimates and itineraries for upcoming appointments. - Proficient in scheduling multiple service lines across Essentia Health in a complex, high-call and work queue volume environment. Qualifications - 1 year of clinical healthcare experience - OR 1 year experience as a Patient Scheduler I - OR 1 year experience in a contact/call center Requirements - Patient identification, registration, and scheduling. - After visit summaries with estimates, patient checkout, and appointment scheduling. - Procedure and lab scheduling, obtaining required signatures and documents from patients. - Support for a variety of Population Management, Chronic Disease Management, and ACO initiatives through patient registry and outbound calling. - Full pre-registration of all patients calling to schedule an appointment, including updating of guarantor information and verification of insurance eligibility. - Coordination of the scheduling of services for patients including ancillary and procedure scheduling. - Handling incoming calls, follow-up and referral work queues, ticket scheduling. - Proficiently and accurately entering data into the permanent electronic health record while talking with patients. - Working as part of a care team of support staff and clinical staff to provide optimal customer service and clinical outcomes. - Other clerical duties as assigned. Benefits - Medical, dental, vision, life, and disability insurance. - Supplemental options to fit your needs. - 401(k) plan with employer contributions. - Professional development through training, tuition reimbursement, and educational programs. - Flexible scheduling and generous time off. - Wellness resources focused on physical, mental, and emotional health.

Role Description Maine Eye is looking for a Patient Advocate to be a friendly first point of contact for all new and existing patients. Must be able to work independently and as a team from a remote setting. This is an excellent opportunity for an organized candidate who can work in a fast-paced position with a great team. The Patient Advocate will schedule all new patient appointments and process all new patient paperwork. This is a part-time position offering schedule flexibility, up to 29 hours per week. Occasional flexibility may be required to meet business needs and ensure exceptional patient service. Responsibilities include and are not limited to: - Providing excellent customer service - Scheduling the first appointment for all new and established patients to MEC, while following individual clinic scheduling guidelines - Informing new patients of department-specific expectations such as wait times, dilation, and any additional fees - Communicating the status of the referral to the referring doctor - Inputting all pertinent patient information into Allscripts - Requesting and obtaining necessary medical information prior to first appointment and making patient charts available to the physicians - Serving as the point of contact for any phone calls from new patients - Verifying insurances upon patient registration - Requesting and processing insurance referrals - Creating a strong relationship with referring physicians - Other duties as assigned by supervision Qualifications - Demonstrate and exemplify all MEC core values: Teamwork, Quality Patient Care, Respect, Responsibility, and Integrity. - Ability to maintain effective working relationships with employees, providers, patients, and the public. - Ability to communicate and speak clearly and concisely. - Exceptional customer service skills. - Ability to exercise judgment, initiative, and possess problem-solving skills. - Professional communication with internal and external contacts and patients. - Attention to detail and accuracy in a fast-paced, multi-tasking environment is essential. Requirements - Minimum of one year of administrative experience. - Must be an independent thinker and possess excellent customer service and problem-solving skills. - Must be able to communicate clearly and efficiently to both patients and doctors as well as internal and external customers. - Demonstrated knowledge of medical terminology and intermediate computer skills (Microsoft Office and EMR) are necessary. - Experience with basic office equipment including telephone, photocopier, and fax machine. - Excellent organizational skills are required. Typical Working Conditions - Work is performed in an office environment. - Involves frequent patient contact both in person and over the phone along with contact with physicians and staff. - Work may be frequently fast-paced, and contact may be dealing with a variety of patient personalities. - Possess ability to work in a team environment as well as ability to accept constructive criticism from supervisors and physicians. - Occasional overtime or evening work may be requested. Typical Physical Demands - Requires normal range of vision and hearing for telephone and patient contact when scheduling surgery. - Work may require sitting and viewing computer terminal for extended periods of time. - Requires manual dexterity to operate a keyboard, telephone, copier, and other office equipment. - It is necessary to be able to handle multiple phone calls. - Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Psychological Demands - Must possess excellent organizational and time management skills in order to handle multiple and sometimes conflicting tasks. - Must be able to work with minimal supervision regarding time management and have the ability to consistently make sound, ethical decisions in emergency situations. - Demonstrated ability to make accurate assessments while establishing and maintaining effective working relationships within the organization. Health and Safety - Know and follow all safety rules and procedures. - Follow proper Workplace Ergonomics. - Report any unsafe act or workplace conditions. Confidentiality - Ensure HIPAA compliance. Employment with Maine Eye Center is contingent upon the successful completion of a background check, which may include verification of employment history, education, criminal record, and other factors, as required by law and company policy. Background checks are conducted in compliance with applicable federal, state, and local laws. A criminal record does not automatically disqualify candidates from employment; each case will be reviewed individually in accordance with job-related criteria and legal requirements.

• Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed • Put your skills to work to solve client problems, update account history and follow up with clients to confirm their inquiry or request is resolved • Adhere to the client’s SLAs and consistently meet production targets • Collaborate with team members, management and clients to resolve client inquiries; cross-train new resources in customer service processes • Process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow

Role Description The Reservations Agent must have the ability to perform all reservations call center functions including taking reservations, making outbound calls, email, SMS and website chat communication with guests. - Manage call activity, email activity, messaging activity, SMS activity and website chat activity at a high, fast volume. - Actively sell rooms to customers while accurately quoting rates, packages, additional fees, and policies. Upsell to higher priced products or packages when possible. - Effectively and respectfully communicate with customers verbally and through email or messaging. - Be aware of individual location promotions, area events, social media activity and digital campaigns to ensure accurate guest communication. - Develop a full working knowledge of the company brand and each individual location including but not limited to location website, product types, destination information, amenity information and hours, location, policies, fees, and ADA specifications. - Respond to guest inquiries (through voice, SMS, email, or social media) and assist in resolving customer complaints. - Accurately post charges and refunds to reservations when necessary. - Perform department opening and/or closing procedures. - Represent the company in a professional and positive manner at all times. Maintain and enhance the company’s image when interacting with clients, guests, associates, and vendors. Qualifications - High School Diploma. - Minimum of at least 18 years of age. - Hotel, front desk, and/or reservations experience preferred. - Computer proficiency with the ability to utilize Office 365 as well as Property Management System (PMS) experience. - Demonstrated talent for interacting with a wide variety of people. - Ability to effectively organize and coordinate multiple priorities; ability to learn and develop new skills; ability to problem solve. - Solid organizational skills for learning and maintaining information. - Ability to quickly find/access data for guest assistance. - Excellent interpersonal, administrative, telephone and other communication skills. - Strong customer service abilities. Actively looks for ways to assist customers and coworkers. Requirements - Ability to sit or stand at a desk in front of a computer for the entire workday. - Ability to work all days of the week and holidays. - Reading and writing work-related documents in English. - Speech recognition and clarity, including the ability to understand the speech of customers and co-workers and the ability to speak clearly so that you can be understood by customers and co-workers in English. - Constantly communicates and receives verbal communication with other employees in a fast-paced environment. - Lifting, carrying, and pushing up to 15lbs., occasionally up to 30 lbs. (seldom). - Occasionally stoop, kneel, or crouch. Equipment Used - Typical office equipment (computer, phone system, fax, copiers, scanners, headsets, among others). - Property Management System (PMS), Call/CRM software, Microsoft Office/Office 365 (including Outlook & Teams).