About This Role
This role is responsible for front desk operations, supporting patient flow, optimizing schedules, and ensuring seamless coordination across the care team. It suits a professional who can anticipate needs, communicate clearly, and proactively manage daily schedules to ensure an efficient, high-quality experience for every patient.
Responsibilities
- Greet patients, customers, and vendors in a friendly, professional, and welcoming manner; serve as the primary point of contact for patient interactions
- Answer telephone calls, respond to inquiries, and manage email or digital communications in a timely and professional manner
- Schedule patient appointments while supporting provider schedule optimization, including managing cancellations, reschedules, and same-day fill opportunities
- Execute appointment confirmation and reminder processes to reduce no-show rates and ensure patients are prepared for their visit
- Verify insurance eligibility and patient demographics prior to appointments; accurately enter and maintain complete information in EMR
- Maintain a clear understanding of insurance plans and effectively communicate coverage, benefits, and patient financial responsibility
- Prepare patient charts and required documentation in advance of visits to support efficient patient flow
- Collect and document all charges, co-pays, and payments into EMR; allocate balances appropriately and support claim preparation and submission
- Run reports and review accounts to ensure all charges are billed, filed, and up to date
- Monitor daily patient flow and provider schedules to identify bottlenecks, delays, or overlaps; communicate and adjust as needed to support efficient patient flow
- Proactively communicate with patients regarding wait times, delays, and next steps to maintain a positive experience
- Coordinate with clinical and optical teams to ensure smooth patient transitions and continuity of care throughout the visit
- Support patient retention efforts through follow-up, recall, and reactivation outreach, including annual and medically necessary appointments
- Assist in maintaining an organized, clean, and patient-ready front office environment
- Perform other duties as needed and as assigned by the Practice Manager, Assistant Practice Manager and/or Optometrist
Requirements
- High school diploma or equivalent
- Basic computer literacy and ability to learn practice management systems (EMR)
- Strong organizational skills with attention to detail and ability to manage multiple priorities
- Strong communication skills (verbal and written) with a focus on patient-centered service
- Strong interpersonal skills and ability to work collaboratively across teams
