Glaucoma Support Specialist

POSITION SUMMARY:

Horizon Eye Care is a doctor Ophthalmology and Optometry practice serving the greater Charlotte area. We are seeking a detail-oriented and proactive Glaucoma Support Specialist to support our glaucoma providers and patients through scheduling coordination, prior authorizations, patient communication, and administrative clinical workflows. This role plays a critical part in ensuring continuity of care, patient compliance, and smooth clinic operations.

Key Responsibilities

No-Shows & Cancellations

• Contact patients who miss appointments to reschedule and document outreach in the EHR.

• Create and manage follow-up tasks to ensure timely rescheduling.

• Send no-show and certified letters as needed, escalating cases to the team when noncompliance persists.

• Collaborate with the care team to determine next steps, including potential dismissal processes when appropriate.

EHR Tasks & Patient Portal Support

• Process prescription refill requests and notify patients once completed.

• Respond to non-urgent patient questions (e.g., glasses prescriptions, medication instructions, missing drops).

• Escalate tasks that require provider review before the end of clinic.

Precertification & Office Procedures

• Submit precertification requests for all office procedures.

• Coordinate with Inventory to request necessary supplies (e.g., Mitomycin, Durysta, Helon).

Referral Management

• Send initial consultation letters to referring providers.

• Notify referring providers and patients when consultation appointments are missed.

• Maintain and clear referral worklog tasks accurately.

Prior Authorizations

• Create and manage CoverMyMeds accounts as needed.

• Submit prior authorizations through NextGen.

• Document PA activity in the EHR and notify patients once approvals are obtained.

Imaging Coordination

• Receive imaging orders from the team and submit precertification requests.

• Schedule imaging appointments upon authorization approval.

• Notify patients and internal teams once imaging is scheduled.

QUALIFICATIONS:

Minimum Qualifications:

1. High school diploma or equivalent.
2. One to three years of clinical experience if not certified through JCAHPO.

Preferred Qualifications:

1. Certified Ophthalmic Assistant/Technician through JCAHPO.

2. Familiarity with EHR systems (NextGen experience a plus)

3. Knowledge of prior authorizations and insurance workflows

4. Strong communication and documentation skills

5. Excellent organizational skills and attention to detail

6. Ability to manage multiple tasks and follow up independently