Patient Coordinator

Stanton Optical • West Allis, WI

18d • Onsite

About The Position

The Patient Coordinator is the meaningful first point of contact for patients at a Stanton Optical store. The role provides outstanding customer service, supports sales, and helps create an efficient transition between the clinical services and retail teams. Stanton Optical is a full-service retail optical center focused on accessible, affordable eye care and quality eyewear.

The coordinator welcomes patients and customers, identifies their needs, helps them understand available products and services, and supports their visit from appointment scheduling through eyewear delivery. The role also performs specified pre-testing and patient-information tasks, assists with basic eyewear repairs and lab work, and helps maintain store and lab standards. The position is on-site at a store location and reports to the Store (Brand) Manager.

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 rebuttals.
• Collaborative approach and ability to build respectful, cordial relationships with teammates 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 provide an easy and memorable experience while presenting available promotional products and services.
• Answer customer inquiries and gather information needed to facilitate sales.
• Foster 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, auto refraction, visual acuity, color, stereopsis, and Amsler grid tests.
• Assist the Management Team with patient complaint resolution and communicate the status of all jobs to help ensure patient expectations are met.
• Perform basic housekeeping duties as needed to maintain brand standards.
• Complete simple customer repairs, assemble lenses into frames, and edge stock lenses to expedite eyeglass delivery.
• Maintain brand standards in the lab and notify management of equipment malfunctions, incomplete orders, incorrect lenses, and similar issues.
• 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 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 products.
• Competitive variable compensation opportunities and sales commission.

What This Job Offers

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