Patient Services Representative III

Job DetailsJob Location: Elkins, WV 26241Position Type: Full TimeEducation Level: High SchoolJob Category: Health CareJob Summary

The Patient Services Representative III serves as the first point of contact for patients while also supporting optical services. This role is responsible for delivering exceptional customer service, coordinating appointments, managing patient records, verifying insurance, and assisting patients with eyewear selection and optical needs. The position plays a vital role in ensuring smooth clinic operations and a positive patient experience from check-in to checkout.

Essential Duties and Responsibilities

Patient Services Representative


Greet patients promptly and professionally in person and by phone
Schedule, confirm, and manage optometry appointments
Serve as the primary contact for patient inquiries related to eye exams, medical eye care, glasses, and contact lenses
Verify patient demographics, vision, and medical insurance eligibility, and benefits
Collect co-pays, payments, and assist patients with billing questions
Maintain accurate patient records using Electronic Medical Records (EMR) systems
Scan, file, and manage medical and optical documentation
Maintain patient confidentiality and comply with HIPAA regulations
Communicate effectively with optometrists, technicians, and optical staff to ensure seamless patient care


Optical Services


Assist patients with frame selection, lenses, and eyewear options based on prescriptions and lifestyle needs
Explain lens types, coatings, and vision correction options in a clear and patient-friendly manner
Process optical orders, including frames, lenses, and contact lenses
Adjust, fit, and troubleshoot eyeglasses as needed
Ensure accuracy of prescriptions and optical measurements (training provided if needed)
Maintain cleanliness and organization of the optical area and displays
Assist with inventory management and restocking of frames and optical supplies


Customer Service & Team Support


Demonstrate empathy, patience, and professionalism when assisting patients
Support clinic flows during high-volume periods by assisting in both the front desk and optical areas
Participate in staff meetings, training sessions, and performance evaluations
Uphold the organization’s mission, values, and Code of Ethics
Perform other duties as assigned

QualificationsEducation and Experience

High school diploma or equivalent required
Experience in an optometry, optical, medical office, or customer service setting preferred
Previous optical sales or eyewear experience is a plus, but not required

Minimum Qualifications 

Strong verbal and written communication skills
Excellent customer service and interpersonal abilities
Ability to multitask in a fast-paced clinical environment
Basic understanding of medical and optical terminology preferred
Knowledge of vision insurance plans (VSP, EyeMed, Medicaid, Medicare, etc.) is beneficial
Proficient computer skills, including MS Word, Excel, Outlook, and EMR systems
Ability to maintain professionalism during challenging patient interactions
Commitment to ethical standards and patient confidentiality
Willingness to learn optical systems, measurements, and eyewear products
Ability to work flexible hours based on clinic needs

Professional Standards

Leadership 

Team building mentality is exemplified in all work done. 
Positively influence and uplift members and other affiliates. 


Employee Expectations 

Follow all policies and procedures, including the Code of Conduct, which can be found in the Employee Handbook. 
Follow the direction given by the supervisor to ensure site expectations are met. 


Communication 

Must be able to provide important and relevant site information in staff meetings and to members, co-workers, and supervisors. 
Must be able to listen to co-workers and team members. 
Must be able to present important and relevant site information to supervisors. 
Must be able to write and compose clear, concise, accurate written documentation and data reports, as necessary. 

Values

Upholds the Code of Ethics and mission of Valley Health Care, Inc. by conducting professional activities with Valley Health Care’s values of integrity, teamwork, compassion, excellence, and Here for Good.

     Integrity

          We act openly and truthfully in everything we do.

     Teamwork

          We work together to serve our patients.

     Excellence

We create better ways of doing the things we do and provide the highest quality of care for each patient every time.

     Compassion

         We treat each other and our patients with concern, kindness, and respect.

     Here for Good      

          We make decisions that will best serve our patients now and in the future.

Understanding of Health Care Laws and Regulations

Must have the ability to follow HIPAA guidelines as well as an under