Patient Coordinator
About The Position
The Patient Coordinator is the first point of contact for patients and customers at an on-site Stanton Optical store. The role provides outstanding customer service, helps facilitate sales, and supports a strong partnership between the retail and clinical services teams. Responsibilities also include appointment coordination, patient intake and pre-testing, order tracking, basic optical lab and repair work, and maintaining store and lab standards. The position reports to the Store (Brand) Manager. Stanton Optical is a full-service retail optical provider focused on making eye care easy, accessible, and affordable. Its team members are expected to support Now Optics’ vision of modernizing the eye care experience, its mission of making eye care easy, and its iCARE values: Integrity, Collaboration, Accountability, Respect, and Empowerment.
Requirements
- An associate 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 listen actively, build rapport, and empathize with patients.
- Proactive problem-solving skills to address potential patient concerns or objections.
- Ability to build collaborative, respectful, and cordial relationships with colleagues and patients.
- Results-driven ability to multitask, prioritize, and adapt to changing business needs in a team environment.
- Passion for customer satisfaction and a positive demeanor.
Responsibilities
- Greet patients and customers entering the store, identify their needs, and explain available promotional products and services.
- Answer customer inquiries and gather information 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.
- Complete pre-testing, including obtaining a brief medical history and performing noncontact tonometry, autorefraction, visual acuity, color, stereopsis, and Amsler grid tests.
- Assist the Management Team with resolving patient complaints and communicate the status of all jobs to ensure patient expectations are met.
- Perform basic housekeeping as needed to maintain brand standards.
- Complete simple customer repairs, assemble lenses into frames, and edge stock lenses to expedite eyeglass delivery.
- Maintain lab-area brand standards and notify management about equipment malfunctions, incomplete orders, or incorrect lenses.
- Track 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 and short-term disability coverage.
- Free eyeglasses: employees receive two pairs each year with no dollar limit.
- Identity theft protection and 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 products.
- Competitive variable compensation opportunities and sales commission.
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What This Job Offers
Job Type
Full-time
Education Level
Associate degree
