Panorama

Strategy

• Provide overall leadership for Panorama Eyecare's patient communications, including the contact center
• Oversee operations, growth, integration, and innovation
• Lead strategic initiatives and special projects assigned by leadership, including IT initiatives
• Create strategies, objectives, policies, and procedures for areas of responsibility
• Develop contact center strategies and operational plans supporting organizational goals
• Define, document, and maintain scalable contact center and patient communications policies and procedures
• Manage recruitment, selection, training, staffing levels, and performance management
• Develop performance goals, KPIs, and quality standards
• Analyze call data and operational metrics for productivity, trends, staffing, and patient needs
• Design initiatives to improve patient satisfaction and overall patient experience
• Establish quality assurance programs for patient interactions
• Develop and oversee budgets while controlling costs
• Ensure compliance with HIPAA and organizational policies
• Develop protocols for high call volumes and emergencies
• Lead or support system selections, implementations, upgrades, and integrations
• Coordinate with IT, vendors, and operational teams to meet business needs and timelines
• Define project scope, goals, timelines, resources, and success measures
• Track progress, manage risks, and report status and results to leadership
• Prepare teams for new systems, processes, and workflows through communication, training, and adoption planning
• Collaborate with HR, IT, clinic leadership, and other departments
• Perform other duties and initiatives as assigned

Senior Director, Patient Contact & Communications – Strategic Initiatives

Medical Biller

• Prepare and submit insurance claims for ophthalmology, optometry, retina, and ASC services
• Utilize CPT, ICD-10, and HCPCS codes for accurate and compliant claims submission
• Review and resolve coding discrepancies and claim denials
• Track, review, and follow up on unpaid or denied claims
• Work with insurance carriers to resolve payment delays, appeals, and denials
• Post payments and adjustments accurately and timely
• Communicate with patients about billing issues, account discrepancies, and outstanding balances
• Collaborate with clinical and administrative teams to streamline billing workflows
• Stay updated on coding guidelines, payer policies, and industry best practices

Insurance

• Review and follow up on unpaid, denied, or underpaid medical claims with insurance carriers
• Utilize payer portals, phone calls, and email communications to resolve outstanding claims
• Research and resolve claim discrepancies, including coding errors and eligibility issues
• Identify root causes of claim denials and initiate appeals or corrections
• Maintain accurate documentation of all follow-up actions in the system
• Collaborate with billing and coding teams to prevent future claim issues
• Communicate with patients regarding claim status and balances when necessary
• Prepare and submit timely appeals for denied claims with appropriate documentation
• Ensure compliance with healthcare regulations, payer-specific guidelines, and company policies

Medical Insurance AR Follow-Up Specialist

Representative

• Contact patients via phone, email, or mail to discuss outstanding balances and arrange payment plans
• Provide explanations of charges, insurance payments, and patient financial responsibilities
• Verify patient account details, insurance information, and demographics
• Address inquiries regarding billing statements, insurance claims, and payment discrepancies
• Research and resolve billing discrepancies with internal teams
• Collect payments and post transactions accurately to patient accounts
• Offer and set up payment plans according to organizational policies
• Monitor and follow up on missed payment arrangements
• Document patient interactions, payment arrangements, and account updates
• Generate accounts receivable metrics reports, including collections and outstanding balances
• Identify trends in patient account issues and recommend process improvements

Senior Director, Patient Contact & Communications – Strategic Initiatives

Medical Biller

Medical Insurance AR Follow-Up Specialist

Patient AR Follow-Up Representative