Patient Coordinator

Stanton Optical • Madison, WI

18d • Onsite

About The Position

The Patient Coordinator is the first point of contact for patients and customers at Stanton Optical, helping create an easy and memorable experience while supporting sales and coordinating the transition between clinical services and the retail team. The role includes customer service, appointment scheduling, patient information entry, pre-testing, assisting with complaint resolution, and ensuring that eyewear orders are accurate and delivered on time. The Patient Coordinator also maintains store and lab standards, performs basic repairs and lens assembly, and reports equipment or order issues to management.

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 teammates 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, identify their needs, and explain 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 patient history and personal information, and complete pre-tests, including 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, ensuring patient expectations are met.
• Maintain brand standards and perform basic housekeeping as needed.
• Perform simple customer repairs, assemble lenses into frames, and edge stock lenses to expedite eyewear delivery.
• Maintain brand standards in the lab 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 and short-term disability coverage.
• Free eyeglasses; employees receive two pairs annually 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