Virtual Ophthalmic Assistant

Unbottleneck; Cape Town; Hybrid; ZAR 694,000 - 1,157,000; Full time

Job summary

Unbottleneck is hiring for a remote ophthalmic assistant role that supports patient communication, triage, and prescription processing. You will document eye-related information in the EMR, coordinate appointments, and escalate urgent issues to clinicians when needed.

The position requires experience in ophthalmic settings, strong English communication, and careful handling of confidential medical data. A reliable home setup and US-hours availability are expected.

Qualifications

• Previous experience as ophthalmic assistant or equivalent clinical eye care support role.
• Working knowledge of ophthalmic terminology, ocular medications, and workflows.
• Experience communicating with patients about clinical concerns and escalation needs.
• Familiar with prescription refill coordination, clinical documentation, and EMR.
• Strong spoken and written English with calm, empathetic telephone manners.

Responsibilities

• Answer calls, return voicemails, and follow up on patient requests.
• Document information about eye symptoms and medical history in EMR.
• Support telephone triage and escalate urgent questions to clinicians.
• Coordinate appointments according to triage protocols.
• Process prescription and eye-drop refills with required approvals.
• Explain instructions and ensure patient understanding for eye care.
• Prepare paperwork and letters for clinical review.
• Maintain accurate patient records and notes in EMR.
• Collaborate with providers, technicians, and staff across locations.
• Assist with training new team members on routines.

Skills

Ophthalmic terminology

Patient communication

EMR documentation

English proficiency

Attention to detail

Independent work

Team collaboration

Privacy compliance

IT readiness

Tools

EMR systems

Job description

Key Responsibilities

• Answer ophthalmic technician calls, return patient voicemails, and follow up on outstanding patient requests.

• Gather and document relevant information about eye symptoms, patient concerns, ocular history, and current medications.

• Support telephone triage using practice-approved protocols, escalating urgent symptoms and clinical questions to the appropriate clinician.

• Coordinate appointments based on patient needs, clinical direction, and triage protocols.

• Process prescription and eye-drop refill requests, obtain required provider approvals, and coordinate with pharmacies.

• Help resolve prescription access issues and clarify provider-approved medication instructions.

• Reinforce clinician-provided instructions relating to eye-drop use, appointment preparation, and pre- and postoperative care.

• Prepare FMLA and disability paperwork and draft patient letters for clinical review and approval.

• Maintain accurate patient records, telephone notes, and follow-up tasks in the practice’s electronic medical record system.

• Coordinate with providers, technicians, and administrative staff across the main practice and satellite locations.

• Assist with training new team members on established workflows when required.

Required Experience and Skills

• Previous experience as an Ophthalmic Assistant, Ophthalmic Technician, or in a comparable clinical eye care support role.

• Working knowledge of ophthalmic terminology, common eye conditions, ocular medications, and ophthalmology workflows.

• Experience communicating with patients about clinical concerns and recognizing issues that require prompt escalation.

• Familiarity with prescription refill coordination, clinical documentation, and electronic medical records.

• Strong spoken and written English, with a calm, empathetic, and professional telephone manner.

• Excellent attention to detail and the ability to manage incoming calls alongside administrative responsibilities.

• Ability to work independently while collaborating closely with an in-office clinical team.

• Commitment to patient confidentiality and compliance with the practice’s privacy and security procedures.

• Reliable internet, a private workspace, and availability during agreed US practice hours.

Other Requirements:

• High-speed fiber internet (minimum 50–100 Mbps).
• Own laptop/desktop with external monitor.
• Stable backup power supply.
• Quality headset with a built-in microphone.
• Availability: Monday–Friday during U.S. time zones.

Scope of the Role

This is a remote clinical support position. Patient guidance, triage, and prescription processing must follow practice protocols and provider direction. The role does not involve independently diagnosing conditions, prescribing medication, or performing in-person examinations or diagnostic testing.

Ideal Candidate

You have practical eye care experience and can confidently communicate with patients using ophthalmic terminology. You understand when to follow established instructions and when to involve a clinician, and you take ownership of ensuring patient requests are documented, coordinated, and followed through.