Optical Services Associate

2 weeks ago

Cherokee, North Carolina, United States Cherokee Indian Hospital Authority Full time
Job Overview

Position Title: Eye Clinic Assistant

Job Identifier: EYECLAST

Department: Eye Clinic

Division: Operations

Compensation Level: Non-Exempt 4

Supervisor: Eye Clinic Manager

Last Updated: November 2022

Primary Responsibilities

This role is situated within the Cherokee Indian Hospital Eye Clinic. The primary responsibility of this position is to facilitate the sale of optical products and services by aiding customers in their purchasing choices, as well as measuring, adjusting, and repairing eyewear. Additionally, the role includes processing eyewear/contact lens orders, managing insurance inquiries, and collecting payments for medical services under the direct oversight of the Eye Clinic Practice Manager. This position requires a considerable level of personal accountability to make informed decisions and to operate independently.

Secondary Responsibilities

Provides technical support to the optometrist as necessary within the clinic. This role also demands a high degree of personal accountability to make informed decisions and to work autonomously.

Key Duties

  • Delivers exceptional customer service by recognizing the customer/patient, understanding their needs, assisting with purchasing decisions, locating products, addressing customer concerns, and promoting available products and services, while ensuring a safe working environment.
  • Must be adept at troubleshooting issues related to patients' optical service requirements (repairs, adjustments, etc.).
  • Educates patients on the significance of eye health care, adhering to safety protocols and relevant regulations (NC Board of Optometry, NC Board of Opticianry, OSHA, HIPAA, etc.) when providing optical products and services.
  • Stays informed about product offerings and their respective features, advantages, and benefits.
  • Maintains the optical area in compliance with CIHA policies and procedures.
  • Ensures merchandise presentation in the optical area by stocking and rotating products, discarding damaged or outdated items, and organizing merchandise/supplies.
  • Operates equipment, such as cash registers and related tools, to process customer/patient transactions using appropriate procedures for various payment types.

Patient Interaction

  • Welcomes patients and conducts initial screenings, including case history, visual acuity assessments, confrontation fields, inter-pupillary distance measurements, and neutralization of patients' eyewear.
  • Prepares patients for examinations.
  • Assists the optometrist during examinations as required.
  • Provides interpretation services when necessary.
  • Conducts additional tests as requested by the optometrist, including but not limited to depth perception, near-point convergence, keratometry, pachymetry, auto-refraction, tonometry, and color vision assessments.
  • Measures blood glucose and blood pressure as requested.
  • Administers topical medications as instructed.
  • Performs other tasks as assigned by the Eye Clinic Practice Manager.

Required Knowledge and Skills

  • Ability to operate a computer, lens meter, pupilometer, and various equipment related to an eye clinic, along with associated office machinery.
  • Proficiency in basic arithmetic, including counting whole numbers, fractions, and decimals; addition, subtraction, multiplication, and division.
  • Familiarity with various software applications, such as Microsoft Excel, Word, Outlook, etc.
  • Experience in applying relevant policies and procedures in the execution of assigned tasks.
  • Ability to maintain accurate records, files, and logs for the department.
  • Excellent communication skills, both written and verbal, with the capacity to work independently or collaboratively as part of a team. A valid NCDL is required.

Qualifications

  • A High School Diploma or G.E.D and prior experience in an eye clinic of at least 6-9 months is mandatory.
  • Approximately six months of on-the-job training is necessary to achieve proficiency in most aspects of the role.

Interpersonal Contacts

The primary contact is with patients for the purpose of fitting, adjusting, and measuring optical products. Secondary contacts may include primary care providers, medical records personnel, pharmacy staff, billing office staff, and contract health personnel. All interactions require tact, courtesy, and professionalism.

Confidential Information

Will have access to confidential patient information and medical records related to patient visits, which must remain confidential. Adherence to all CIHA confidentiality policies and procedures is essential.

Accuracy Responsibility

Accountable for the accuracy of demographic and insurance information collected and entered into optical software or RPMS. Errors can be identified through interview techniques and follow-up interviews with patients. Must ensure precision in measurements and data entry for optical customer orders as well as supply orders.

Cognitive/Physical Demands

The level of concentration required varies with tasks, necessitating close attention to detail when entering data and verifying information accuracy. Duties of this position require the employee to hear, see, and be mobile; reaching overhead and below the knees, including bending, twisting, pulling, and stooping. The role involves grasping, turning, and manipulating objects of varying sizes and weights, requiring fine motor skills and hand-eye coordination. Moves, lifts, carries, and places merchandise and supplies weighing less than 10 pounds without assistance. Visually verifies information, often in small print. Must be able to sit or stand for extended periods. The position is subject to frequent interruptions, requiring varied responses. Must be capable of managing multiple projects simultaneously, working independently, and meeting deadlines.

Resourcefulness and Initiative

Follows established procedures with the initiative and judgment required to maintain accuracy and complete tasks promptly. Must thrive in a fast-paced environment.

Work Environment

The majority of work is conducted within a retail setting, as well as a hospital environment requiring interaction throughout the facility. Occasional travel may be necessary. Immunizations are required for all employees.

Customer Service Excellence

Consistently demonstrates superior customer service skills to patients/customers by embodying characteristics that align with CIHA's guiding principles and core values. Ensures exceptional customer service is provided to all patients/customers by actively seeking opportunities to assist.

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