Front Desk/Technician

General Summary

Responsible for front desk and technician support to the clients/patients of the store/clinic. Provides support to the Doctor and Office Manager to ensure an excellent patient flow. Resolves internal and external customer concerns raised during the visit in a manner that supports the achievement of a high degree of customer satisfaction overall.

Essential Functions

Front Desk

Duties include conveying a commitment to providing unsurpassed Customer Service by performing the following Service Process steps:

• Ensures insurance is properly verified prior to the doctor encounter and scanned prior to the visit
• Responsible for professionally greeting patients and extending exceptional customer service for a positive client/patient experience
• Answering the phones properly and in a timely manner
• Explaining the process and exam pricing in a transparent way (when asked)
• Checking in and pretesting patients in an efficient and accurate manner
• Taking all necessary information from patients from a front desk/ technician perspective
• Serves as a center of excellence for others with focus
• Handles tasks, such as adjusting or fitting eyewear carefully and correctly
• Responsible for collecting copays; handling payments in accordance with standard operating procedures
• Responsible for properly and accurately dispensing eyewear and contacts
• Responsible for ordering contacts
• I&R- showing patients how to wear contacts and proper hygiene

Technician

Duties include:

• Assist with patient care and conduct pre-test for eye examinations
• Gather medical history information from patient
• Explain the testing process to patients, preparing them, and administering tests on visual capabilities
• Keep records, inventory, and notes during examinations
• Maintain and clean examination equipment
• Assist in answering the phone and scheduling appointments, when needed
• Assist with dispensing and performing minor adjustments on eyewear, when needed

Takes personal ownership to achieve personal and store results

Other duties as assigned

Job Specifications

Typically has the following skills or abilities:

One to two years' experience working in retail, customer service, optical retail store, or related experience.

Intermediate computer skills and knowledge.

Strong communication skills are required to be able to work with a diverse client group of all socio-economic backgrounds.

Enjoys working as part of a team to support legendary patient care.

Enjoys working in a fast-paced environment.

Strong organizational skills.

Effective verbal and written communication skills.

Demonstrated ability to learn, support change management, and assimilate new information quickly.

Ability to use independent judgment/discretion for problems and discern when an escalation is necessary on more complex issues

or situations to the Office Manager.

Preferred Skills

Bilingual (English / Spanish)

Experience or understanding of the healthcare industry or terminology

Previous front desk or technician experience is helpful; however, we will train and develop qualified candidates

#LI-ONSITE

The compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding iCare benefits, please click here.