Doctor's Technician (PEG NC)

Physicians Eye Care Group • Wilmington, NC

13d • Onsite

About The Position

The Doctor’s Technician is the first touchpoint for patients at the store and helps coordinate an efficient transition from the clinical services team to the retail team. The role provides outstanding customer service and works in partnership with store and clinical team members to deliver an exceptional patient experience. Physicians Eyecare Group (PEG) provides the store’s clinical services, and PEG doctors supervise, direct, and guide Doctor’s Technicians on clinical matters, including diagnostic pre-testing, digital refraction, contact lens care, and PEG clinical standards. The technician must communicate with the supervising PEG physician about patient care and meet PEG training, procedure, protocol, certification, and clinical standards, as well as established PEG goals.

Operationally, the technician greets patients, identifies their needs, explains available products and services, answers inquiries, schedules and confirms appointments, assists with complaint resolution, and updates patients on pending orders. The role also includes maintaining confidential patient records in accordance with HIPAA, supporting store goals and initiatives, and performing basic housekeeping as needed. Work hours are determined by business needs.

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-driven ability to multitask, prioritize, and adapt to changing business needs in a team environment.
• Schedule flexibility; work hours are determined based on business needs.
• Comfort working with technology and curiosity about current innovations.

Nice To Haves

• Optical experience.

Responsibilities

• Deliver an outstanding patient experience in collaboration with team members to accomplish store goals, clinical metrics, and initiatives.
• Greet patients, identify their needs, and provide information about available products and services.
• Answer customer inquiries and gather information to support a positive experience.
• Schedule and confirm appointments.
• Assist with patient complaint resolution and communicate the status of pending orders, ensuring patient expectations are met.
• Maintain patient records confidentially and securely in accordance with HIPAA requirements.
• Perform basic housekeeping duties as needed to maintain brand standards.
• Communicate with the supervising PEG physician for direction and guidance regarding patient care.
• Meet PEG training, procedures, protocols, certification requirements, clinical standards, and established goals.
• Perform other duties as assigned and required.

Benefits

• Medical, dental, and prescription drug coverage for eligible employees.
• Company-paid life and short-term disability coverage.
• Free eyeglasses.
• Identity theft protection.
• Pet insurance.
• Paid time off that increases with seniority.
• Professional development and promotion opportunities.
• Employee Assistance Program (EAP).
• Competitive variable compensation opportunities and commission on sales.
• Flexible, dynamic work environment.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree