Patient Experience & Scheduling Coordinator

stantonoptical; Davenport (IA); On-site; USD 32,000 - 48,000; Full time

Benefits offered by this job

Medical, dental, and vision

2 free eyeglasses per year

Family discounts

Professional development

Employee Assistance Program

Commission on sales

Job summary

Stanton Optical is seeking a Doctor’s Technician to deliver outstanding customer service at our Davenport store, guiding patients from clinical to retail services and assisting with eyewear sales. The role requires a related degree or certification, 2+ years of customer service, strong communication, empathy, and multitasking ability in a fast-paced environment.

This position emphasizes integrity, collaboration, accountability, respect, and empowerment.

Qualifications

• You have an associate’s degree or advanced certification beyond a high school diploma; or currently enrolled in a comparable program.
• 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.

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

Skills

Customer service

Communication

Active listening

Empathy

Problem solving

Team collaboration

Multitasking

Positive demeanor

Results oriented

Flexibility

Diversity communication

Education

Associate degree or professional certification

Tools

None

Job description

Stanton Optical is seeking a Doctor’s Technician to deliver outstanding customer service at our Davenport store, guiding patients from clinical to retail services and assisting with eyewear sales. The role requires a related degree or certification, 2+ years of customer service, strong communication, empathy, and multitasking ability in a fast-paced environment.

This position emphasizes integrity, collaboration, accountability, respect, and empowerment.