- Location: All
- Status: Full Time, Hourly
- Reports To: Office Manager
Position Overview
The Customer Service Representative (CSR) is the first point of contact for patients, both in person and over the phone. This role requires strong interpersonal skills, a commitment to excellent service, and attention to detail when handling administrative tasks. The CSR is responsible for accurately documenting patient information, processing insurance plans, and maintaining a smooth patient experience. Additionally, this position involves promoting and educating patients on contact lens purchases and care.
Essential Duties & Responsibilities
- Provide exceptional customer service during all patient interactions (in person and by phone).
- Maintain a friendly, professional, and empathetic demeanor with both patients and colleagues.
- Greet patients promptly upon arrival and thank them upon departure.
- Demonstrate professional phone etiquette, ensuring clear and helpful communication.
- Prioritize efficiency in managing patient schedules and respecting appointment times.
- Adhere to office protocols for scheduling and maintaining an optimized appointment calendar.
- Respond to online appointment requests and schedule visits according to office guidelines.
- Utilize practice management software to manage patient records, process payments, and track follow-up tasks.
- Generate simple reports and input data into spreadsheets as needed.
- Process multiple payment methods, including cash, checks, credit cards, and CareCredit, and provide accurate change for cash transactions.
- Maintain a clean, organized, and functional front desk area.
- Verify patient insurance eligibility and secure prior authorizations for both medical and vision plans.
- Ensure patient insurance information is reviewed and prepared at least two days before scheduled appointments.
- Check voicemail messages at least twice daily and respond to all inquiries within 24 hours.
- Follow office scripting to promote contact lens sales and educate patients on product benefits.
- Demonstrate knowledge of insurance benefits as they relate to contact lens purchases.
- Accurately enter contact lens orders in both the Point of Sale system and manufacturer portals.
- Maintain compliance with all company policies and procedures, including HIPAA regulations.
- Provide recommendations for improving sales and service to the Branch Manager.
- Perform general office tasks and assist with cleaning duties as assigned.
- Be willing to work at different office locations as needed to support business operations.
Supervision
- Reports to: Office General Manager.
- Training & Performance Evaluation:
- Monthly training provided via group conference calls.
- Ongoing performance feedback is given as needed, with formal annual performance reviews.
- Monthly performance metrics are reviewed in alignment with sales goals.
- Additional 1:1 supervision available upon request or as required by management.
Qualifications & Skills
Required
- High school diploma or GED.
- Strong customer service and communication skills.
- Availability to work Saturdays and occasional overtime.
- Willingness to learn and apply industry knowledge.
- Ability to maintain a positive, team-oriented work environment with a patient-focused approach.
- Professionalism and courtesy when interacting with employees and patients at all levels.
- Computer proficiency, including data entry, prescription input, and order processing.
- Ability to type at least 25 words per minute.
- Willingness to work at multiple office locations as needed.
- Reliable transportation for potential travel between locations.
- Ability to be cross-trained in other administrative duties to support patient service needs.
- Ability to work in a busy environment with multiple conversations and background noise.
- Physical ability to lift up to 25 lbs., bend, reach overhead, sit for up to four hours, and stand for up to six hours in a shift.
- Ability to simultaneously operate computers, telephones, and other office equipment.
- Strong reading comprehension and written communication skills.
- Ability to effectively present information to patients, clients, and colleagues in one-on-one and small-group settings.
- Commitment to maintaining patient confidentiality and HIPAA compliance.
Preferred
- 1–3 years of experience in an optometric or medical office setting.
- 1–3 years of experience processing medical and vision insurance claims.