Frontliner

**Job Advert Summary**:
The Frontliner plays a crucial role in ensuring the smooth and efficient operation of the optometry practice, providing excellent customer service while assisting with administrative and operational duties. This position involves interacting with patients, managing appointments, and supporting the overall patient experience in the store.

At our company, we live by our ICARE values**:Innovation**, **Collaboration**, **Accountability**, **Respect**, and **Empathy**. We believe in fostering creativity and developing forward-thinking solutions to drive excellence. Our collaborative approach brings together diverse perspectives to achieve shared goals, while accountability ensures that we take ownership of our actions to build trust and credibility. We hold respect at the core of our interactions, valuing each individual’s contributions and treating everyone with dignity. Lastly, empathy guides us to understand and support others, creating a compassionate and inclusive environment where everyone can thrive.

**Minimum Requirements**:

- High School Diploma
- Additional Certifications in customer service/ healthcare administration, or optical dispensing (preferred but not mandatory)
- Previous experience in customer service or retail, particularly in a healthcare or optical setting (preferred but not always required).
- Experience handling administrative tasks, such as scheduling, filing, and managing patient records, is beneficial.
- Strong Communication Skills: Ability to interact with patients professionally and effectively, both in person and over the phone.
- Organizational Skills: Ability to manage appointments, patient records, and stock levels efficiently.
- Attention to Detail: Accuracy in entering patient information, processing payments, and managing inventory.
- Basic Computer Skills: Proficient with computer systems for scheduling, patient management software, and basic office programs (e.g., MS Office).
- Multitasking: Ability to handle multiple tasks simultaneously in a busy environment.
- Customer Service Skills: Friendly, approachable, and able to handle customer inquiries and concerns with a positive attitude.
- Professionalism: A polished and courteous demeanor, suitable for patient-facing roles.
- Team Player: Ability to work well with colleagues, optometrists, and other staff members.
- Empathy and Patience: Sensitivity to patients’ needs and the ability to maintain composure during busy or stressful situations.
- Willingness to Learn: Openness to training on optical products, insurance processes, and other aspects of the optometry practice.
- Flexibility: Availability to work evenings or weekends, depending on the practice's hours of operation.
- Basic Knowledge of Optical Products: While not always required, having some understanding of eyewear products (frames, lenses, etc.) is helpful.

**Duties and Responsibilities**:
Patient Interaction and Customer Service:

- Greet and welcome patients in a professional, friendly, and efficient manner.
- Provide patients with information about the practice’s services, products, and policies.
- Address patient concerns, ensure their comfort while waiting, and guide them through the process from arrival to consultation.

Appointment Scheduling and Management:

- Schedule, confirm, and manage patient appointments, ensuring proper allocation of time for each consultation.
- Handle appointment cancellations and rescheduling efficiently, minimizing any disruption to the practice’s schedule.
- Maintain the practice’s calendar, ensuring no double bookings or conflicts.

Patient Records and Documentation:

- Collect and update patient information, including personal details, medical history, and insurance information.
- Maintain accurate and confidential patient records, ensuring all forms are completed correctly and updated as necessary.
- Assist patients in filling out intake forms, consent forms, and any other necessary documentation.

Product and Sales Assistance:

- Assist patients in selecting eyewear (frames and lenses), providing product knowledge and recommendations based on the optometrist’s prescriptions.
- Explain available products, pricing, payment options, and insurance coverage for eyewear.
- Process orders for eyewear and ensure timely follow-up on any adjustments or order-related issues.
- Upsell or cross-sell optical products, such as lens cleaning supplies, eye care products, or accessories.

Payment Processing and Billing:

- Process payments for eye exams, eyewear, and other services, handling cash, card transactions, or insurance claims.
- Assist with processing insurance claims and verifying benefits, ensuring all relevant information is accurately captured.
- Provide receipts and ensure all transactions are recorded and reconciled accurately.

Inventory and Stock Management:

- Assist in managing inventory, including eyewear (frames, lenses) and optical supplies, ensuring they are properly stocked.