Optical Patient Coordinator

Description

Summary

Acts as first point of contact for patients in the Optical Department.  Greets and assists patients.   Responds to general optical inquiries, and coordinates the flow of patients to ensure World Class customer service.  Perform work with a focus on effective communication with the patient, coworkers and the physician.  Demonstrate cooperation with coworkers while striving to ensure the highest level of patient care and “customer service,” representing EHN in a professional manner at all times.

Supervisory Responsibilities

This position does not have supervisory responsibility but will provide guidance to employees and/or assist with orientation and training of new employees of the work group.

Primary Duties and Responsibilities

• Greet patients; provide World Class customer service by making patients feel welcome and exhibiting a genuine desire to assist patients; is helpful, attentive and responsive; present a professional and respectful demeanor at all times.
• Assist patients and answer questions regarding Optical services, products, and fees; verify referrals and insurance benefits; escalate questions as appropriate.
• Coordinate the flow of patients through the optical department by directing patients; work closely with opticians to ensure minimal wait time for patients and optimal customer service.
• Answer and direct incoming calls; respond to incoming calls in a timely and efficient manner.
• Notify patients by phone, mail or email when orders are ready.
• Maintain office supplies for the department; collect and process payments for miscellaneous optical supplies.
• Perform clerical function for department, such as compiling and organizing completed orders, printing fee slips, filing fee slips, etc.
• Maintain reception area in a neat, clean and orderly fashion.
• Coordinate work with coworkers to ensure work is performed in an efficient, timely and accurate manner.
• Perform cashier duties: total charges, review charge slips for correct information, take payments, balance and verify cash journal daily.
• Demonstrate team values through cooperation and consideration of coworkers; foster goodwill among coworkers by providing assistance when needed and sharing information that helps others do their jobs; interact with tact, courtesy and diplomacy.
• Effectively communicate with patients, coworkers and doctors; share information appropriately and complete the communication circle with follow-up as needed; communicate in a positive, upbeat manner while refraining from complaining, gossiping, or engaging in conversations of a negative tone. 
• Protect confidential patient information, and use good judgment in sharing patient information in a manner that is consistent with patient care and current laws and regulations, including HIPAA.
• Adhere to all safety standards as established by company policy and OSHA requirements.
• Perform work in compliance with company policy, department procedures and regulatory requirements, including State and Federal laws and regulations.

Secondary Functions

• Duties may focus on any one or combination of the following: admit/check-in, check-out, cashier.
• Duties may focus on coordinating appointments and paperwork.
• May assist with Scheduler function as needed.
• Order clinic supplies as needed.
• Contact no shows and set up recalls.
• Verify vision insurance authorizations.
• Same day OHP Verification.
• Other duties which may be necessary or desirable to serve the patient and support the success of the department or the company overall, including but not limited to insurance eligibility, scanning, collecting contact lens fees, or ordering contacts.

Qualifications

Necessary Knowledge, Skills and Abilities:

• Must be computer literate.
• Must possess basic math skills.
• Knowledge and understanding of medical terminology and procedures relating to the eye.
• Ability to handle busy schedules,
• Must be highly organized, self-motivated, and able to multi-task.
• Ability to assess situations and exercise good judgement when making decisions about workflow.
• Strong interpersonal skills with a genuine desire to help people.
• Ability to work cooperatively and interact in a professional and respectful manner with physicians, staff, vendors and patients always.
• Ability to address patient complaints and resolve problems.
• Skill at developing rapport quickly with various personalities and persons from various backgrounds, including ethnicity, socioeconomic, race, disability, gender, etc.  
• Ability to communicate clearly and concisely, both orally and in writing.
• Must be detail oriented.
• Ability to work a flexible work schedule, including evenings and weekends, and a willingness to rotate to various worksites as needed.

Physical Demands / Work Environment

• Majority of work is performed in a general office environment. Exposure to moderate levels of noise in a well-lit, well-ventilated, and moderately paced environment.
• Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.                
• Manual/finger dexterity as necessary to perform daily job duties.
• Frequently required to stand and/or walk for short periods of time throughout shift.
• Occasionally required to stand and/or walk for extended periods of time.
• Occasionally required to sit for extended periods of time.
• Occasionally required to reach with hands and arms; lift, push, pull and/or carry objects up to 20 pounds.

Reasonable Accommodations

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EHN believes that each employee makes a significant contribution to our overall success.  That contribution should not be limited by assigned responsibilities. This job description is designed to outline primary functions, qualifications, and job scope, but is not intended to limit the employee or EHN to only those job functions identified. EHN expects each employee to offer his or her services wherever and whenever necessary to ensure superior customer service, quality patient care, and the success of our business.