- Location: All
- Status: Full Time, Hourly
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
The CSR reports directly to the Office General Manager. Training is provided weekly or biweekly through 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 one-on-one supervision is available upon request or as required by management.
This position does not include supervisory responsibilities but requires teamwork and a willingness to train new employees in the role.
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.