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Consultant, Patient Relations
MyEyeDr.United Statesfull_timeVerifiedPosted 7 Nov 2025
About the role
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 through phone calls, emails, the MED website, SLT escalation, BBB and the Compliance and Reporting Hotline. This role will report to the Manager, Patient Relations.This is a hybrid remote role, offering a flexible work arrangement out of either our Raleigh, NC or Vienna, VA offices. You Will
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 through phone calls, emails, the MED website, SLT escalation, BBB and the Compliance and Reporting Hotline. This role will report to the Manager, Patient Relations.This is a hybrid remote role, offering a flexible work arrangement out of either our Raleigh, NC or Vienna, VA offices. 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, and written correspondence
- 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.
- 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.
- 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
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