Job description

ANSWERING THE PHONE
Patient Relations and Communication

1. Answer the phone with a smile. The person should be able to know from your voice that you are smiling and that your attention is on them.

2. Be aware of scheduled patients so that they can be greeted as soon as they come in.
3. Acknowledge anyone who comes in the door as soon as possible.
4. Try not to let the phone ring more than twice.
5. Screen all incoming calls and be responsible for messages getting to the appropriate person.
6. Make sure all patients are correctly scheduled for their exam with adequate time to handle everything that will need to be done in the office.
7. Ensure that any emergency type patient is offered immediate attention asking the question

“How long as this been going on?” If this just started today we want to fit them into our schedule. But if it has been going on for a long period of time, generally, it can wait until tomorrow or at a later time. This will be determined by the doctor.

Duties and Responsibilities

1. Confirm appointments for the next days schedule. Having new patients coming in 10 minutes earlier to fill out paperwork.

2. Make sure all patients know they need to bring their insurance forms or cards.
3. Reschedule patients who cancel appointments. “When would work better for you?”
4. Keep appointments accurate, making sure the information given matches what is in the computer. Make sure they have the same insurance as the last time they were in and that the card is exactly the same. (Sometimes one number/letter can be different)

5. Prepping charts: Pulling up patient's chart, check demographics, insurance information, and forms are all correct, and if patient has balance. Write insurance, exam recommendation/testing and balances on chart.

6. Pre-testing: Getting information from the computers to give doctor the information needed to do quicker eye exams. Writing the data in the chart.

7. Frame selections: Helping patients choose frames that fit them properly, making sure bridge fits well on their nose, and the temples length is not too short or too long. Making sure you charge for all materials given to the patient.

8. Contact Lenses: Making sure contacts are ordered correctly for patients, keeping contact lens inventory current for sample needs, and that patients are notified in a timely manner of contact lens arrival or delays.

9. Dispensing glasses: Make sure glasses fit correctly. Go over how to clean the lenses with every patient and that every patient who got an anti-reflective coating has a cleaning cloth and spray.
Make sure the balance of the account is paid in full at time of dispense. It must be paid in full before the patient can pick up glasses or contact lenses.

10. Repairs: We repair and adjust patient's glasses at no charge as long as there is no charge to us and they were purchased from our office. When we replace nose pads, it is a $4 charge for a set.
Pro-op does hinge repairs, solders, and other repairs we cant do in the office. Other repairs can be done through the frame vendors. Depending on warranty, repairs may be covered.

11. Cleaning the office: Keep the office neat at all times. Vacuuming, keeping all counters free from dust, cleaning the bathroom, keeping all exam rooms cleaned and wiped down. After frame selections please clean area up, wipe down table and chair, keep all mirrors clean, and all

glasses put back on shelf. Keep waiting area clean and neat, cob-webs are taken care of immediately, front door free of fingerprints. Make sure all garbage are emptied and taken to dumpster before we leave for the day. If you see something that needs to be done, please do it.
Don't wait for someone else to come along and clean it or do it. We are all responsible for counters and carpets at all times.

12. Office Phones: Private use of the phone is limited to emergencies during production hours, an emergency being anything that can't wait. Inform personal callers to call back during your lunch time between 1-2pm.

13. Office activities: Staff is expected to be productive at the office during their work hours. You are not being paid for anything other than the activities that contribute to the function of the office.

14. Don't practice without a license: After a short while, one becomes somewhat knowledgeable in certain standard advice to patients. From a legal standpoint, it is best to check first with the doctor and replay advice through him. Always have the patient's chart ready for review when approaching the doctor. The chart with a note may also be left on the doctor's desk if not urgent.

15. No dating of patients: Sometimes a patient would like to date an employee or doctor or the other way around. Whichever direction is comes from, such matters would normally be unethical and unprofessional. It is simply not a part of why we are here or what we are providing. The health care field is inherently unlike other areas of this respect. We ask that you have your private dealings done privately, and not at the office during work hours.

16. Pay periods: We will receive our pay checks on the 1st and 15th of the month by end of day.
17. Vacation/Sick Days:

After 1 year: 4 Days Paid Vacation/ 3 Days Paid Sick
After 2 years: 8 Days Paid Vacation/ 3 Days Paid Sick
After 5 years: 12 Days Paid Vacation/ 3 Days Paid Sick

18. Paid Holidays: Depending on the day of the week the holiday falls on, you will be paid for it once you have been an employee for 3 months if it falls on a day you are normally working. If it falls on your day off or weekend, it is not a paid holiday.

19. Absences: All staff members are expected to attend work regularly, however, justifiable cause for absence is recognized. Time off may be approved by special request and with adequate notification. Two or more absences within the first two months of employment are cause for review. Because we are short handed, there cannot be two employees that take off on the same day the doctor is scheduled.

20. Personal appointments: Unless it is an emergency, routine appointments for the doctor, hair, ext. are to be made on your day off, so the office can run smoothly.

21. Reviews: Job duties will be evaluated on a regular basis for new employees, it is the only way we can address issues and straighten out any concerns.

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Penn Valley, CA 95946: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location

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