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 may assist with orientation and training of new employees of the work group.

Essential Functions:

• 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:

• Provide instructions to patients regarding caring for eyeglasses.
• Other duties which may be necessary or desirable to serve the patient and support the success of the department or the company overall.

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.

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

• High school diploma or equivalent.
• One year of reception experience preferred.
• 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.

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.