OCSA-Optometric/Data Entry/Dispensing CSA - Illinois College of Optometry

JOB TITLE: Optometric Customer Service Associate (Floating)

STATUS: Full-time

LEVEL: Non-Exempt

REPORT TO: Clinical Manager or Chief Operating Officer

This position is responsible for delivering customer service to patients. Duties include verifying insurance, demographics, and relevant patient information to ensure a world-class optical experience.

ESSENTIAL JOB FUNCTIONS:

• Welcome and greet patients and perform check-in and check-out for the patient.
• Verifies and updates all demographic, insurance, and referral information. Determines patient insurance coverage and eligibility for service and financial support
• Respond to all inquiries (phone, written correspondence, or personal visits) and resolve any issues when appropriate
• Explain office operation and financial policy to patients
• Documents special notations for quality assurance purposes
• Assist patients with spectacle frame selections
• Fits and measures optical prescription orders and Enters spectacle orders in the Compulink system in the required manner
• Print, review, and scrub outgoing optical billing for spectacles
• Assists in identifying issues impacting on patient satisfaction
• Demonstrates dedication to enhancing customer value and satisfaction in delivering quality services that are responsive, comprehensive, and proactive
• Ability to perform diagnostic testing procedures and optical device fit and dispense with training.
• Provides department coverage and assists in other departments as needed
• Establishes service-specific tasks in the clinical system, such as appointment date/time and prescription eyewear orders; collects co-payments, payments, and adjustments on account from patient and insurance; and completes financial reconciliation as necessary
• This is a rotating position where the employee will be trained to work in various departments of the Illinois Eye Institute, including satellite

MARGINAL FUNCTIONS

• Other job-related duties as assigned by the Supervisor

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• High school diploma or equivalent
• Ophthalmic technician or optical experience is preferred
• Must be able to multitask in a high-energy, busy work environment
• Must demonstrate data entry speed and accuracy
• Must demonstrate computer and program skills, including all Microsoft products.
• Direct customer service experience
• Skilled communicator
• Maturity in judgment and demeanor
• Ability to meet deadlines regardless of circumstances or pressures
• Attendance must be in accordance with College Policy

The Illinois College of Optometry has no contract or implied contract with its employees concerning the terms and conditions of employment. The Illinois College of Optometry and its employees can terminate the employment relationship at any time, with or without notice. No officer or employee of the Illinois College of Optometry or Illinois Eye Institute has the authority to alter or amend this expressed policy except the President, who is authorized to alter or amend this expressed policy only in writing. The Faculty Handbook governs termination issues regarding faculty.