Patient Coordinator

Duties & Responsibilities

• Greet patients and customers as they enter the store, identify their needs, and provide promotional products and services.
• Answer customer inquiries and gather necessary information to facilitate sales.
• Foster a strong partnership between the retail team and professional services.
• Schedule and confirm appointments, enter new patient history and personal information in the system, complete pre-test; obtain brief medical history, perform noncontact tonometry, auto refraction, visual acuity, color test, stereopsis test, amsler grid test, etc.
• Aid the Management Team in resolving patient complaints and keep track of appointment statuses to ensure all patient expectations are met.
• Ensure brand standards by performing basic housekeeping duties when necessary.
• Execute simple customer repairs, assemble lenses into frames, and edge stock lenses to expedite delivery of eyeglasses.
• Ensure brand standards are met in the lab area, and notify management of equipment malfunctions, incomplete orders, incorrect lenses, etc.
• Keep track of delivery time commitments to patients (Now Service, Ready When Promised) to ensure 100% compliance.
• Perform other duties as assigned and required.

Key Qualifications

• Have an associate’s degree or advanced certification beyond a high school diploma; or currently enrolled in a comparable program.
• Have 2+ years of experience delivering outstanding customer service to patients and/or customers.
• Have the skills necessary to communicate effectively with a diverse group of people.
• Implement active listening, build rapport, and empathize with the patients.
• Remain proactive and execute problem-solving skills to address potential patients’ concerns or rebuttals.
• Have a collaborative spirit, while building respectful and cordial relationships with your team and patients.
• Be driven by results and have the ability to multitask, prioritize, and be flexible with changing business needs in a team environment.
• Maintain a positive demeanor and a passion for customer satisfaction.