Front Desk Receptionist

Position Description:

Under the direct supervision of the Optometrist, the Front Desk Receptionist is responsible for providing professional, courteous, and efficient customer service to patients while supporting the daily operations of the optometry department. Responsibilities include answering and directing phone calls, triaging patient needs during calls and walk-in visits, and scheduling optical and optometry appointments. The individual will collect and verify all necessary patient information at the time of scheduling and maintain an active cancellation/waitlist as needed.

This role also includes sending missed appointment letters, documenting missed or rescheduled appointments in the EHR system and verifying insurance coverage for optical and optometry services. The staff member will collect fees related to services and ophthalmic materials and ensure that all payments are properly recorded and balanced with the daily transaction sheet. Additional administrative and operational support may be required to ensure smooth clinic workflow.

Principal Responsibilities:

1. Answer incoming phone calls and respond to all voicemail messages in a timely manner.
2. Pick up and process routings directed to the front desk.
3. Schedule and reschedule appointments as needed.
4. Review next-day appointments for both the optometrist and optician to ensure accuracy and readiness.
5. Send notification letters to patients who missed their eye examination or eyeglass dispensing appointments.
6. Check the fax machine, copier, and printer daily to ensure they are stocked with paper and supplies.
7. Assist with front desk tasks as needed, with duties varying depending on daily schedules and clinic needs.
8. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
9. Demonstrate empathy and professionalism when assisting patients.
10. Perform any additional duties assigned to support clinic operations.
11. Adhere to all organizational safety policies, procedures, and regulatory requirements to ensure a safe environment for patients, staff, and visitors.
12. Participate in required safety and compliance trainings and apply learned practices in daily work activities.
13. Identify, report, and help mitigate unsafe conditions, incidents, or hazards in the workplace.
14. Use equipment, tools, and supplies safely and responsibly in accordance with organizational and regulatory standards.
15. Maintain awareness of infection control, occupational health, and emergency preparedness procedures appropriate to the role.
16. Participate in JWCH’s customer service training called AIDET on an annual basis.
    1. Demonstrate an understanding of AIDET (Acknowledge, Introduce, Duration, Explanation, and Thank You) to apply in patient encounters or team discussions.
    2. Utilize the AIDET communication framework to communicate with patients and team members in a manner that reduces patient anxiety, increases patient compliance, and improves clinical outcomes.

Requirements:

1. High School Diploma or GED.
2. Six months to one year of related experience and/or technical school training; or an equivalent combination of education and experience.
3. Prior front desk or administrative experience in an optometry or eye care setting strongly preferred.
4. Knowledge of general office procedures and front desk operations.
5. Demonstrates a courteous, professional, and welcoming demeanor when interacting with patients, visitors, and staff.
6. Excellent communication and interpersonal skills, with the ability to interact effectively with patients and healthcare professionals.
7. Ability to communicate effectively, both orally and in writing.
8. Ability to work effectively with patients and staff from diverse socioeconomic, ethnic, and cultural backgrounds.
9. Strong organizational skills, attention to detail, and the ability to manage multiple tasks and prioritize responsibilities in a fast-paced environment.
10. Demonstrates good follow-through, accountability, and the ability to complete assigned tasks in a timely manner.
11. Dependable, punctual, and consistently demonstrates a strong work ethic.
12. Enthusiastic, patient-focused, and motivated to provide excellent service to patients and colleagues.
13. Bilingual (English/Spanish) preferred.

*All JWCH, Wesley Health Centers workforce members are recommended to be fully vaccinated against COVID-19.

Employee Benefits:

At JWCH Institute, Inc., we believe in taking care of those who take care of others. If you work 30+ hours per week, you’ll enjoy competitive pay and a robust benefits package that includes:

• Medical, Dental, Vision
• Monthly employer-sponsored allowance for assistance with health premiums.
• Funded Health Savings Account (up to deductible) to assist with carrier-approved medical expenses.
• Paid time off (vacation, sick leave) and 13 paid holidays.
• 401(k) Safe Harbor Profit Sharing plan.
• Mileage reimbursement.
• Short- and long-term disability plans (LTD/STD).
• Life insurance policy & AD&D, and more!

Become part of a team where your work matters. Apply today and help us change lives, one patient at a time.

JWCH Institute, Inc + Wesley Health Centers is an Equal Opportunity and Fair Chance Employer.