Doctor's Technician (PEG NC)

Physicians Eye Care Group•Burlington, NC

13d•Onsite

About The Position

The Doctor’s Technician is an on-site store role at Physicians Eyecare Group (PEG), serving as a meaningful first touchpoint for patients and supporting a smooth transition between clinical services and the retail team. The technician provides outstanding customer service and partners with colleagues to create an exceptional patient experience. PEG provides clinical services for the store, and PEG doctors supervise, direct, and guide Doctor’s Technicians on matters including diagnostic pre-testing, digital refraction, contact lens care, and clinical standards. The technician communicates with the supervising PEG physician regarding patient-care direction and guidance, follows required training, procedures, protocols, certifications, and clinical standards, and works toward PEG goals. The role also includes greeting patients, understanding their needs, answering inquiries, sharing information about products and services, scheduling and confirming appointments, helping resolve complaints, communicating pending-order status, maintaining confidential patient records in accordance with HIPAA, and supporting store standards. Work hours are determined by business needs, so schedule flexibility is required.

Requirements

Associate’s degree or advanced certification beyond a high school diploma, or current enrollment in a comparable program.
At least 2 years of experience delivering outstanding customer service to patients and/or customers.
Ability to communicate effectively with a diverse group of people.
Passion for customer satisfaction and a positive demeanor.
Proactive problem-solving skills to address potential patient concerns or objections.
Results-oriented approach and ability to multitask, prioritize, and adapt to changing business needs in a team environment.
Schedule flexibility; work hours are determined by business needs.
Interest in working with technology and curiosity about current innovations.

Nice To Haves

Optical experience.

Responsibilities

Provide an outstanding patient experience and collaborate with team members to achieve store goals, clinical metrics, and initiatives.
Greet patients, identify their needs, and provide information about available products and services.
Answer customer inquiries and gather necessary information to support a positive experience.
Schedule and confirm appointments.
Assist with resolving patient complaints and communicate the status of pending orders, ensuring patient expectations are met.
Perform basic housekeeping as needed to maintain brand standards.
Keep patient records confidential and secure in accordance with HIPAA requirements.
Follow PEG training guidelines, procedures, protocols, certification requirements, and clinical standards.
Communicate with the supervising PEG physician for direction and guidance related to patient care.
Work toward daily, weekly, monthly, and quarterly PEG goals.
Perform other duties as assigned and required.