Patient Care & Clinical Coordinator

Patient Care & Clinical Coordinator

• Reports to: Practice Owner
• Location: North Reading, MA
• Classification: Full-Time

Position Summary

The Patient Care & Clinical Coordinator is a highly patient-facing position responsible for creating a seamless experience from the patient's first interaction with the practice through their clinical visit and checkout.

This position combines front-office coordination, insurance and eligibility management, and optometric technician responsibilities. The Coordinator serves as a central connection between patients, providers, and the rest of the practice team—helping maintain an organized schedule, efficient clinical flow, accurate patient information, and an exceptional patient experience.

The ideal individual is warm, organized, efficient, comfortable with technology, and equally comfortable welcoming a patient at the front desk or assisting the doctor in the clinical setting.

Primary Responsibilities

Patient Experience & Reception

• Serve as a primary point of contact for patients by phone, text, email, and in person.
• Welcome patients and provide a warm, professional, and efficient check-in experience.
• Maintain accurate demographic, contact, insurance, and other required patient information.
• Coordinate completion of necessary forms and intake information.
• Manage patient checkout and ensure appropriate follow-up or future appointments are scheduled.
• Collect patient payments and provide appropriate information regarding balances and expected charges.
• Respond to routine patient questions and concerns, escalating clinical or complex issues appropriately.
• Maintain patient confidentiality and professionalism at all times.
• Help ensure that every patient interaction reflects Center Eye Care's high standard of service.

Scheduling & Patient Flow

• Schedule appointments appropriately based on visit type, provider, and patient needs.
• Maintain and optimize provider schedules.
• Confirm upcoming appointments and help minimize cancellations and no-shows.
• Manage recalls and appropriate patient follow-up.
• Identify opportunities to fill schedule openings and support same-day scheduling when appropriate.
• Monitor daily patient flow and communicate delays or concerns to the clinical team.
• Coordinate effectively with providers and other team members to keep patients moving efficiently through the practice.

Insurance & Eligibility

• Obtain and maintain accurate insurance information.
• Verify medical and vision-plan eligibility and benefits.
• Understand the distinction between routine vision and medical insurance coverage as it relates to patient visits.
• Communicate expected patient responsibility clearly and professionally.
• Obtain necessary authorizations or referrals when applicable.
• Ensure insurance and benefit information is accurately documented within the practice management system.
• Identify insurance discrepancies prior to the patient's visit whenever possible.
• Coordinate with the billing team when questions or unusual coverage situations arise.

Optometric Technician & Pretesting

Perform clinical pretesting and assist providers with patient care, with training provided as needed.

Responsibilities may include:

• Perform autorefraction and keratometry.
• Measure intraocular pressure.
• Perform fundus photography and other retinal imaging.
• Assist with visual field testing.
• Perform additional testing utilized by the practice as training and competency develop.
• Prepare examination rooms and patients for the provider.
• Enter appropriate information into the patient's electronic health record.
• Assist providers with documentation/charting during patient encounters when requested.
• Ensure diagnostic equipment and examination areas remain clean, organized, stocked, and ready for use.

Contact Lens Support

• Maintain organization and accurate inventory of diagnostic/trial contact lenses.
• Receive and properly stock contact lens trials.
• Monitor frequently used diagnostic lenses and identify inventory needs.
• Prepare appropriate trial lenses for providers when requested.
• Assist with contact lens insertion and removal training after appropriate training and competency are demonstrated.
• Assist patients with routine contact lens education and care instructions as directed by the provider.
• Coordinate trial-lens follow-up and patient communication when appropriate.
• Ensure contact lens orders and related patient needs are communicated to the appropriate team member.

Clinical Support & Documentation

• Assist providers with clinical documentation and charting as appropriate.
• Help prepare charts for upcoming patient visits when necessary.
• Assist with referrals, records requests, prescriptions, forms, and other patient-care coordination as directed.
• Support smooth transitions between the front desk, clinical area, optical, and checkout.

Patient Communication & Follow-Up

• Manage routine patient reminders, recalls, and follow-up communication.
• Communicate testing instructions, appointment preparation requirements, and other non-clinical information.
• Coordinate patient satisfaction initiatives, including review requests and surveys.
• Help resolve routine patient concerns quickly and compassionately.
• Ensure messages are routed to the appropriate team member and followed through to resolution.
• Maintain polished and timely communication across phone, email, text, and practice communication systems.

Key Measures of Success

Performance may be evaluated through:

• Patient satisfaction and feedback
• Accuracy of patient registration and insurance information
• Insurance eligibility completed before visits
• Schedule utilization and reduction of preventable gaps
• Appointment confirmation and no-show rates
• Accuracy and completeness of pretesting
• Efficient patient flow and reduced unnecessary wait times
• Accuracy of clinical documentation
• Contact lens trial inventory accuracy
• Completion of patient follow-up
• Responsiveness to calls, messages, and patient requests
• Team and provider feedback regarding clinical support

What We're Looking For

• Warm, polished, and highly patient-centered communication style
• Excellent organizational and multitasking skills
• Strong attention to detail and accuracy
• Ability to remain calm and professional in a busy patient-care environment
• Comfort moving between administrative and clinical responsibilities throughout the day
• Strong computer and technology skills
• Willingness and ability to learn optometric terminology, testing, insurance, and clinical workflows
• Ability to communicate financial and insurance information clearly and professionally
• Dependability, accountability, and good judgment
• Ability to anticipate what patients and providers need rather than waiting to be asked
• Strong team mentality and willingness to assist wherever needed to maintain patient flow

Training & Development

Center Eye Care will provide training in practice-specific systems and clinical procedures. The Coordinator will be expected to progressively develop proficiency in:

• Compulink EHR Systems and practice-management workflows
• Medical and vision insurance verification
• Optometric terminology
• Patient history and documentation
• Optometric pretesting
• Diagnostic imaging and testing
• Contact lens trial management
• Clinical charting support
• Patient communication and service standards

The goal is to develop an individual who can confidently support the entire patient journey—from scheduling and arrival through clinical care and checkout—while allowing providers to operate efficiently and focus their time on patient care.

Benefits & Perks

Curated with the same level of care, refinement, and attention to detail that we extend to our patients.

Exceptional Time Away

• Enjoy two weeks of paid vacation, thoughtfully structured to support true rest, balance, and personal well-being

Concierge-Level Eyecare Privileges

• Receive exclusive, in-office eyecare and eyewear benefits—mirroring the elevated experience we offer our patients

Invested Training & Professional Growth

• Benefit from personalized training in advanced patient engagement, digital communication tools, and clinical pre-testing. We invest in your development so your skills and confidence continue to rise.

Refined, Modern Work Environment

• Work in a beautifully designed, calm, and contemporary clinical setting where aesthetics, comfort, and efficiency are intentionally aligned

Supportive, High-Caliber Team Culture

• Join a team that values professionalism, warmth, and mutual respect—where your contributions are noticed, appreciated, and encouraged

Predictable, Balanced Schedule

• Enjoy the stability of a consistent full-time schedule without late nights or chaotic demands, allowing for both professional excellence and personal harmony

Pay: $24.00 - $30.00 per hour

Expected hours: 30.0 – 35.0 per week

Benefits:

• Employee discount
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Preferred)

Work Location: In person

Salary : $24 - $30