Patient Coordinator

Stanton Optical • Stafford, TX

18d • Onsite

About The Position

The Patient Coordinator serves as an important first point of contact for patients at Stanton Optical, helping create a positive patient experience and supporting the transition between clinical services and retail. The role provides customer service, facilitates sales, and builds a strong partnership between the retail and clinical services teams. This position is based at an on-site store location and reports to the Store (Brand) Manager.

Stanton Optical is a full-service retail optical provider focused on making quality eye care and eyewear easy, accessible, and affordable. The company describes its mission as making eye care easy and its vision as modernizing the eye care experience for all people.

The Patient Coordinator welcomes patients and customers, identifies their needs, supports appointment and patient-record processes, and performs specified pre-tests. The role also assists with patient concerns, basic optical repairs and lab tasks, order accuracy and delivery commitments, and store and lab brand standards.

Requirements

• Associate’s degree, 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.
• Ability to use active listening, build rapport, and empathize with patients.
• Proactive problem-solving skills to address potential patient concerns or objections.
• Collaborative approach and ability to build respectful, cordial relationships with team members and patients.
• Results-driven ability to multitask, prioritize, and adapt to changing business needs in a team environment.
• Passion for customer satisfaction and a consistently positive demeanor.

Responsibilities

• Greet patients and customers entering the store, identify their needs, and help provide an easy and memorable experience while presenting available promotional products and services.
• Answer customer inquiries and gather information needed to facilitate sales.
• Build a strong partnership between the retail team and professional services.
• Schedule and confirm appointments, enter new-patient history and personal information into the system, and complete pre-tests, including brief medical history, noncontact tonometry, auto refraction, visual acuity, color, stereopsis, and Amsler grid tests.
• Assist the Management Team with resolving patient complaints and communicate the status of all jobs to help ensure patient expectations are met.
• Maintain brand standards by performing basic housekeeping duties as needed.
• Perform simple customer repairs, assemble lenses into frames, and edge stock lenses to expedite eyeglass delivery.
• Help ensure customer orders are accurate and delivered on time.
• Maintain brand standards in the lab area and notify management about equipment malfunctions, incomplete orders, or incorrect lenses.
• Track patient delivery commitments, including Now Service and Ready When Promised, to ensure compliance.
• Perform other duties as assigned and required.

Benefits

• Medical, dental, and prescription drug coverage for eligible employees.
• Company-paid life insurance and short-term disability coverage.
• Free eyeglasses, including two pairs each year with no dollar limit.
• Identity theft protection.
• Pet insurance.
• Paid time off that increases with seniority.
• Professional development and promotion opportunities.
• Employee recognition programs.
• Employee Assistance Program (EAP).
• Friends and Family discounts on company products.
• Competitive variable compensation opportunities and sales commissions.

What This Job Offers

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