About this role

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. Represents EHN in a professional, friendly manner always.

Supervisory Responsibilities

This position does not have supervisory responsibility but may 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 Contact Lens services, products, and fees; verify referrals and insurance benefits; escalate questions as appropriate.

- Coordinate the flow of patients through the contact lens department by directing patients; work closely with Contact Lens Patient Coordinator to ensure minimal wait time for patients and optimal customer service.

- Answer and direct incoming calls; r espond 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 contact lens 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, verify daily batches, and follow EHN established cash handling protocol.

- 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

- Provide Insertion and Removal instructions to patients regarding caring for contact lenses.

- Other duties which may be necessary or desirable to serve the patient and support the success of the department or the company overall.

Education and/or Experience; Certificates, Licenses, and Registrations (Minimum Requirements)

- High school diploma or equivalent.

- One year of reception experience preferred or an equivalent combination of education, experience and training that would provide the knowledge, skills and abilities required for the successful performance of the essential job duties.

- Perform yearly contact lens fitting exam .

- Maintain ABO/NCLE Certification.

Necessary Knowledge, Skills and Abilities

- Must be computer literate.

- Must possess basic math skills.

- Knowledge and understanding of optical terminology.

- Strong interpersonal skills with a genuine desire to help people.

- Ability to work cooperatively and interact is a professional and respectful manner with physicians, staff, vendors, and patients at all times.

- Ability to address patient complaints and resolve problems; ability to define problems, collect data, establish facts, and draw valid conclusions.

- Skill in handing difficult patients successfully and respectfully.

- Ability to communicate clearly and concisely, both orally and in writing.

- 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.

- This position requires manual/finger dexterity as necessary to perform daily job duties.

- Frequently 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.

- This position requires continuous and/or frequent talking.

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.

Qualifications