Contact Lens Patient Care Coordinator

Job Description

Job Description

Job Description

Job:

Contact Lens Patient Care Coordinator

EEOC:

Admin Support

Status:

Non-Exempt

Department:

Contact Lenses

Position Overview: Responsible for greeting customers, answering the phones, scheduling appointments, completing administrative processing and recordkeeping. Will be able to answer questions regarding advertising promotions; screen customers to determine what services will meet their needs and demonstrate excellent customer service. The position supports the mission of the practice by demonstrating excellent customer care and incorporating telemarketing and customer retention calls as needed.

Responsibilities:

• Opens the office and ensures the front office is in order.
• Promptly and professionally answers telephone calls. Routes calls appropriately, offering voice mail, paging, or redirection of calls as needed.
• Greets visitors and assists them as appropriate. Phones or pages employees to meet visitors, directs visitors to appropriate waiting areas, and appropriately and courteously screen solicitors for relevance to organization needs.
• Retrieves phones messages and prioritizes return phone calls.
• Answers incoming calls and guides customers to the appropriate service.
• Explains financial requirements to the patients or responsible parties and collects copays as required.
• Distributes and obtains appropriate forms, including new patient information, insurance information, and HIPAA information for all customers.
• Schedules all appointments.
• Prepares client charts on a daily basis.
• Manages filing of all charts electronically.
• Complete all patient check in procedures, including paperwork, scanning insurance information, and collecting any balance on account prior to patient's appointment.
• Complete check out procedures including collecting any payments and scheduling follow up appointment.
• Document all interactions with patients appropriately
• Orders contact lenses and receives/sorts them upon arrival

• Ethics and Compliance-Performs to ethical standards by following practice policies and procedures. Exhibits integrity and ethical behavior in all work situations. Reports ethical and compliance issues promptly.

Accounting functions

• Collects and records payments.
• Filing of Insurance Claims.
• Posts charges in the accounting system and balances daily payments.
• Prepares invoices and prints fee sheets.
• Inserts appropriate information to the insurance tab and completes insurance verification forms as needed to verify insurance coverage prior to patient's appointment.
• Collects overdue balances when patient checks in for appointment.
• Assists walk in and phone patients with basic product information as needed related to contacts services and retail products available over the counter.

Miscellaneous duties

• Manages recalls for appointments for all customers in the database.
• Maintains an attractive and welcoming office environment.

Establishes and maintains good public relations.

• Performs all other miscellaneous duties as assigned.
• Practices good safety and infection control protocols.

• Exercises confidentiality as it relates to all business and client information

Qualifications:

• Excellent interpersonal skills that allow effective working relationships with a diverse customer, colleague, and vendor population. This includes listening, sales, and problem-solving skills.
• K nowledge of medical terminology and organization services.
• Knowledge of individual responsibilities to accurately direct callers.
• Ability to input sales and balance accounts daily.
• Must be able to organize time and prioritize numerous duties within strict deadlines.

• Ability to use multi-line phone system, including transferring calls and paging.
• Ability to speak clearly enough to be heard by callers and patients.

• Requires the ability to deal with numerous interruptions.
• Must deal with customers in a caring and respectful manner.
• Must be detailed oriented.

• Elicits appropriate information to route calls to the appropriate person.
• Prevents, calms, or defuses irate callers and patients by working with them to identify concerns and properly directs calls.