Patient Coordinator

Job Description

Job Description

Reports to: Store (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 Stanton Optical our Doctor’s Technicians carefully orchestrate an efficient flow and transition from our Clinical services team to our retail team. In this position, you will provide outstanding customer service to all patients while facilitating sales and fostering a strong partnership between our retail and clinical services teams.

About us:

Stanton Optical is among the nation’s fastest growing, full-service retail optical centers. We are dedicated to offering customer service and quality eyewear at affordable prices to our patients and customers. As a leading optical retailer, we offer some of the nation's most desirable optical brands.

Our team members share and support the Vision, Mission and Values of our parent company, Now Optics. These include:

Vision: Modernizing the eye care experience for all people

Mission: Making eye care easy

Values: iCARE

• Integrity: We see integrity as building a foundation of trust with our customers, employees and stakeholders by communicating honestly, ensuring consistency and delivering on our commitments.

• Collaboration: We see collaboration as combining the talents of a diverse group, offering proactive communication and being open-minded to new ideas.

• Accountability: We see accountability as taking initiative, delivering our best in all we do, accepting responsibility for our actions and taking ownership of results.

• Respect: We see respect as prioritizing human relationships, being present, connecting with transparency and empathy.

• Empowerment: We see empowerment as making purpose-driven decisions to support the company vision, showing appreciation for others, and taking care of the individuals we serve.

Why join our winning team?

• We are the fastest growing, founder-led, and privately owned eye care provider in the United States. We believe quality eye care should be easy, accessible, and affordable for all people. Stanton Optical, consistently rank among the nation’s top optical retailers.
• 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 recognition programs
• Employee Assistance Program (EAP)
• Employees get 2 free eyeglasses (no dollar limit) every year, and Friends and Family discounts on our products!
• We offer competitive variable compensation opportunities and commission on sales.
• Work with an amazing team!

Duties & Responsibilities:

• Greet our patients and customers as they enter the store, identify patients' need to ensure an easy and memorable experience while providing promotional 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, enter new patient history and personal information in the system, complete pre-test; obtain brief medical history, complete noncontact tonometry auto refraction, visual acuity, color test, stereopsis test, amsler grid test, etc.

• Assist Management Team with patient complaint resolution and inform the status of all jobs; ensure all patient expectations are met.

• Ensure brand standards by performing basic housekeeping duties when necessary.

• 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 a high school diploma or equivalent.

• You have 2+ years of experience delivering outstanding customer service to patients and/or customers.

• You have the skills necessary to communicate effectively with a diverse group of people.

• You implement active listening, build rapport, and empathize with the patients.

• You remain proactive and execute problem solving skills to address potential patients’ concerns or rebuttals.

• You have a collaborative spirit, while building respectful and cordial relationships with your team and patients.

• You are driven by results and have the ability to multitask, prioritize and be flexible with changing business needs in a team environment.

• You have a passion for customer satisfaction and maintain a positive demeanor.

Now Optics d/b/a Stanton Optical Brand 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 [email protected] 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.