Patient Coordinator - Physicians Eye Care Group

Reports to: Brand Manager

Location: On-site Store Location

Are you passionate about helping others? Do you see yourself positively impacting the patient experience by being the meaningful first touchpoint at the store? At Physicians Eyecare Group, our Doctor Technician's carefully orchestrate an efficient flow and transition from our Clinical services team to the retail team. In this position, you will provide outstanding customer service to all patients while fostering a strong partnership to ensure an exceptional customer experience.

About us:

At Physicians Eyecare Group we bring over a decade of expertise in the optometry industry. Our independent practices are located within or adjacent to Stanton Optical retail stores.

Our industry-leading support center has helped us to provide quality eye care to our patients, in a fast, friendly, and affordable way. Allowing for a focus on delivering the best experience for our patients in every moment and at every touchpoint.

Hourly Wage Range: Annualized to between $38-$45,000, inclusive of 2% commission on all personal sales and $25.00 weekly bonus opportunity.

Why join our winning team?

• We offer a flexible, dynamic work environment where we foster innovation and creativity. We encourage you to be proactive in sharing the great ideas you have to improve the business.
• Eligible employees enjoy great benefits such as medical, dental, and prescription drug coverage, company paid life and short-term disability coverage and free eyeglasses. We also offer identity theft protection, pet insurance, and much more.
• Paid time off that increases with seniority
• Professional development and promotion opportunities
• Employee Assistance Program (EAP)
• We offer competitive variable compensation opportunities and commission on sales.
• Work with an amazing team!

Duties & Responsibilities:

Physician Eyecare Group Clinical Duties

• The Physician Eyecare Group (PEG) provides all clinical services in each store, and PEG doctors provide supervision, direction and guidance to the Doctor’s Technicians regarding but not limited to Diagnostic Pre-Testing, and Digital Refraction, Contact Lens care and executing all PEG clinical standards.
• Meet all training guidelines, procedures, protocols, and certification requirements and clinical standards developed by the Physician Eyecare Group.
• The role will also require this person to communicate effectively with the supervising PEG physician for all direction and guidance with regards to patient care within their store.
• Each Doctor Technician should seek opportunities to enhance the patient's clinical experience.
• Each Doctor Technician must satisfy all the Physician Eyecare group criteria to ensure proper clinical care.
• Each Doctor Technician may be directed to support clinical care by the local PEG doctor who is supervising must meet the requirements set forth by PEG, including the computerbased learning to ensure proper patient clinical care.
• Required to learn how to utilize local mode as a tool to enhance overall patient experience and perform when necessary, with supervision from the PEG doctors.
• Doctor Technicians must provide proper insertion and removal of contact lenses for new and existing contact lens wearers.
• Doctor Technicians communicate/order any clinical or contact lens supplies to keep the clinical operation running smoothly as may be required by the PEG physician from time to time.
• Ensure accuracy of patient history and personal information in the system
• Achieve daily/weekly/monthly/quarterly PEG desired goals.
• The metrics that will drive the clinical performance include but will not be limited to:
  • Prompt and proper completion of outside referrals
  • Store conversion/performance (supplements, drops, retinal photos, therapy, etc)

Operational Duties

• Be part of delivering an outstanding patient experience, collaborating with other team members to accomplish store goals, clinical metrics and initiatives.
• Greet our patients and customers as they enter the store, identify patients' needs to ensure an easy and memorable experience while providing promotions on products and services available. Answer customers' inquiries and gather necessary information to facilitate sales.
• Foster a strong partnership between the retail team and professional services.
• Schedule and confirm appointments.
• Assist Management Team with patient complaint resolution and inform the status of pending orders; ensure all patient expectations are met.
• Ensure brand standards by performing basic housekeeping duties when necessary.
• Achieve daily/weekly/monthly/quarterly desired goals.
  • The metrics that will drive the clinical operational performance include but will not be limited to:
    • Pretest Wait Time
    • Pretest Time
    • Proper chart completion through tech actions for the doctor
    • Patient’s sentiment towards telehealth experience
    • Exam Only Rate (Count and Percentage)
    • Recheck Rate
    • Walk in vs. Scheduled Appointments Rate
• Maintain patient records confidential and secure in accordance with HIPAA requirements.
• Execute simple customer repairs, assemble lenses into frames and edge stock lenses to expedite delivery of eyeglasses, and ensure customer orders are delivered accurately and on time.
• Ensure brand standards are met in the lab area, and notify management of equipment malfunctions, incomplete orders, incorrect lenses, etc.
• Keep track of delivery time commitments to patients (Now Service, Ready When Promised) to ensure 100% compliance.
• Other duties as assigned and required.

Key Qualifications

• You have 1+ year of experience delivering outstanding customer service to patients and/or customers
• You have the ability to multitask, prioritize and be flexible with changing business needs in a team environment
• You have the skills necessary to communicate effectively with a diverse group of people.
• High School diploma or equivalent required.
• Are you consistently promoting high work standards while empowering others to have an entrepreneurial mentality with our company?
• Do you have schedule flexibility? Work hours will be determined based on business needs.
• Knowledgeable about Microsoft Suite 365
• Optical experience is a plus.

Physicians Eyecare Group is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions at our company are based on business needs, job requirements and individual qualifications, without regard to actual or perceived race, color, religion, sex (including pregnancy), national origin, age, disability or certain classifications based on genetic information, or any other characteristic protected by federal, state, or local laws, regulations or ordinances.

If you have a disability and believe you need a reasonable accommodation to search for a job opening or apply for a position, email retailcareers@stantonoptical.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.