Patient Coordinator

Career Opportunities with Now Optics • West Fargo, ND

21d • Onsite

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, supports sales, and helps coordinate the transition between clinical services and the retail team. Responsibilities include welcoming patients, learning their needs, supporting appointments and pre-testing, resolving concerns with management, and helping ensure eyewear orders are accurate and delivered on time.

Stanton Optical is a full-service retail optical provider focused on making eye care easy, accessible, and affordable. Team members are expected to support Now Optics’ vision, mission, and iCARE values: Integrity, Collaboration, Accountability, Respect, and Empowerment. The company describes its work environment as flexible and dynamic, with opportunities to contribute ideas, develop professionally, and pursue promotions.

Requirements

• Associate 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.
• 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 approach and 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, 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 conducting noncontact tonometry, auto refraction, visual acuity, color, stereopsis, and Amsler grid tests.
• Assist the Management Team with patient complaint resolution and communicate the status of jobs to help ensure patient expectations are met.
• Maintain brand standards through basic housekeeping as needed.
• Perform simple customer repairs, assemble lenses into frames, and edge stock lenses to expedite eyeglass delivery.
• Maintain brand standards in the lab area and notify management of equipment malfunctions, incomplete orders, or incorrect lenses.
• Track delivery-time 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.
• 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.

What This Job Offers

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