Job Description

The primary responsibility of this position is to ensure timely and accurate information is relayed to the patient. This includes answering phones, texts, emails, and voicemails in real time or within 24 hours. This position is in person 8:30-4:30 M-F with the possibility of working remotely 1-2 days per week after probationary period.

Secondary responsibility is to assist with general administrative and processing work in conjunction with the billing administrator, service providers, and technicians/tech supervisor.

The ideal candidate will possess the following:

Required:

A demonstrated knowledge of standard office software applications (Google Workspace) A proven ability to problem solve and track data over multiple spreadsheets Ability to work independently Ability to work in a fast paced environment Ability to identify process challenges and find efficient solutions Great with technology Hard work ethic
Not Required but considered an asset:

Previous experience in a clinic setting Previous experience in customer service Previous experience in an office setting
Task List (this list will evolve as changes are required):

CUSTOMER SERVICE:

Monitoring all voicemail channels in discord throughout the day (checking 4-6 times daily) Responding to patient requests for information regarding services provided, updates on products or services ordered, complaints etc Decisioning which VMs should be escalated to Management (via escalation channel) Decisioning which calls regarding glasses can be answered yourself vs which ones should be forwarded to our optician Assisting the booking team with appointment confirmations and lyft rides when required Any other patient callbacks required for various reasons
ADMINISTRATIVE:

Patient intake forms for counseling/assisting therapists with scheduling when requested/required Assisting the administrative backend team with collecting or finding missing information required for billing (when requested) Orthotics processing when requested, including but not limited to: Barcoding molds Confirming patient details/completing incomplete forms including contacting the technician to correct the information Collecting and shredding any paper intake forms used by techs in the field on a regular basis Cross referencing molds received and patients billed Shipping & Receiving (prepping patient manifests, confirming all related details)
OTHER:

Cross train to be a backup for front desk Any other administrative or office tasks as required (helping patients pick out glasses, help with VR, calling doctors or offices on behalf of patients etc.)
Job Type: Full-time

Pay: From $19.00 per hour

Work Location: In person