Patient Coordinator

Duties & Responsibilities

• Greet patients and customers as they enter the store.
• Identify patients' needs to ensure an easy and memorable experience.
• Provide promotional products and services available.
• Answer customers' 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.
• Absorb and relay patient complaints to management.
• Inform management of the status of all jobs and ensure all patient expectations are met.
• Perform basic housekeeping duties as needed.
• Execute simple customer repairs, assemble lenses into frames, and edge stock lenses to expedite delivery of eyeglasses.
• Ensure customer orders are delivered accurately and on time.
• Ensure brand standards are met in the lab area.
• Notify management of equipment malfunctions, incomplete orders, incorrect lenses, etc.
• Keep track of delivery time commitments to patients (Now Service, Ready When Promised).
• Other duties as assigned and required.

Key Qualifications

• Associate’s degree or advanced certification beyond a high school diploma; or currently enrolled in a comparable program.
• 2+ years of experience delivering outstanding customer service to patients and/or customers.
• The skills necessary to communicate effectively with a diverse group of people.
• The ability to implement active listening, build rapport, and empathize with the patients.
• The drive to solve problems and address potential patients’ concerns or rebuttals.
• A collaborative spirit, while building respectful and cordial relationships with your team and patients.
• The ability to multitask, prioritize, and be flexible with changing business needs in a team environment.
• A passion for customer satisfaction and maintaining a positive demeanor.