Front Desk/Technician

About the role

Responsible for front desk and technician support to the clients/patients of the store/clinic. Provides support to the Doctor and Office Manager to ensure an excellent patient flow. Resolves internal and external customer concerns raised during the visit in a manner that supports the achievement of a high degree of customer satisfaction overall.

Essential Functions

• Front Desk
  • Duties include conveying a commitment to providing unsurpassed Customer Service by performing the following Service Process steps:
  • Ensures insurance is properly verified prior to doctor encounter and scanned prior to visit
  • Professionally greets patients and extends exceptional customer service for a positive client/patient experience
  • Answers the phone properly and in a timely manner
  • Explains the process and exam pricing in a transparent way (when asked)
  • Checks in and pretests patients in an efficient and accurate manner
  • Takes all necessary information from patients from a front desk/technician perspective
  • Serves as a center of excellence for others with focus
  • Handles tasks, such as adjusting or fitting eyewear carefully and correctly
  • Collects copays; handles payments in accordance with standard operating procedures
  • Dispenses eyewear and contacts properly and accurately
  • Orders contacts
• Tech Support
  • Assists with patient care and conduct pre-tests for eye examinations
  • Gathers medical history information from patients
  • Explain the testing process to patients, preparing them, and administering tests on visual capabilities
  • Maintain and clean examination equipment
  • Assist in answering the phone and scheduling appointments, when needed
  • Assist with dispensing and performing minor adjustments on eyewear, when needed
  • I&R-showing patients how to wear contacts and proper hygiene

Job Specifications

• Typically has the following skills or abilities:
• One to two years of experience working in retail, customer service, optical retail store, or related experience
• Intermediate computer skills and knowledge
• Strong communication skills to be able to work with a diverse client group of all socio-economic backgrounds
• Enjoys working as part of a team to support legendary patient care
• Enjoys working in a fast-paced environment
• Strong organizational skills
• Effective verbal and written communication skills
• Demonstrated ability to learn, support change management, and assimilate new information quickly
• Ability to use independent judgment/discretion for problem-solving and discern when an escalation is necessary on more complex issues or situations to the Office Manager

Preferred Skills

• Bilingual (English / Spanish)
• Experience or understanding of the healthcare industry or terminology
• Previous front desk or technician experience

Benefits

The compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding iCare benefits, please click here.