OVERVIEW

Valley Family Optometry is a family-run business dedicated to serving patients with the utmost care, quality, respect, and professionalism. Our employees are the heart of our practice and our office culture is strongly collaborative and team-based. A positive attitude, sensitivity, and ethical behaviour are amongst our norms.

The Optometry Front Desk/Pre-Tester holds a critical position in our clinic and interfaces with both patients and doctors. This person performs basic diagnostic tests, administers eye drops when necessary, and prepares the patient for their examination with the optometrist. Other vital optical pretest duties include ensuring that equipment and testing areas are clean and well sanitized, and working closely with team members.

CORE COMPETENCIES

• Adaptable – Calmly handles multiple simultaneous demands; organized, detail-oriented, and dedicated.
• Collaborative – Values and encourages others on the team, solicits input, equitably shares the workload.
• Committed – Personally present and involved with a sincere and dedicated focus on purpose and the team.
• Communication – Approachable, reflective listener; shares information in an effective and timely manner.
• Inter-personal Relations – Deals with people in a respectful and sensitive manner; demonstrates empathy.
• Patient Service Orientation – Discovers and satisfies patient needs, meeting and exceeding expectations.

ESSENTIAL FUNCTIONS

All core competencies listed above are critical requirements for this position.

Front Desk Duties

• Answer a high call volume and respond rapidly according to agreed-upon standards and training.
• Take accurate information from calls received to book appointments or pass along messages.
• Answer and maintain website inquiries for scheduling appointments and checking on orders, etc.
• Transfer information or calls as required with speed and efficiency.
• Greet in-office patients immediately in a courteous and friendly manner, focusing on rapport building.
• Provide direction and information as required to in-office patients.
• Collect required health information prior to eye exam.
• Maintain patient records, third party billing and financial records and database as assigned.
• Maintain office supplies and report to Office Supply Lead when supplies are low.
• Update electronic records, perform filing, and execute other clerical tasks as assigned by Co-owners.

Pre-tester Duties

• Upon entering, prepare examination rooms, uncover equipment, and make sure computers are turned on.

• Greet patients in a friendly and welcoming manner while building rapport.
• Administer eye drops when necessary.
• Record current medication information on patient history.
• Provide direction and information to patients as required.
• Perform diagnostic testing and other pre-exam testing as required.
• Keep track of pre-test supplies and report when supplies are low.
• Update electronic records, file patient files, and perform other routine clerical tasks as assigned.
• Maintain efficient patient flow through pre-test area and exam rooms ensuring patients and reception are informed of delays – hand off patients to other departments as needed.
• Maintain efficiencies by looking ahead at the day’s schedule and staying on top of it.

General Duties

• Participate in all personal and team development training and initiatives.
• Attend staff meetings, continuing education opportunities, and conferences.
• Establish and maintain effective working relationships with colleagues and the leadership team.
• Establish and maintain effective working relationships with patients, suppliers, and the general public.
• Maintain regular consistent and professional attendance, punctuality, personal appearance.
• Adhere to relevant health and safety procedures.

• Other duties as assigned

CRITICAL QUALIFICATIONS

• All core competencies listed above are critical requirements for this position.

• High school diploma or GED.
• Minimum of 2 years’ experience in an optometry clinic or in other customer service field or health care.
• Exceptional interpersonal and communication skills, including handling complaints and disputes.
• Exceptional customer service skills; enjoys working with the public.
• Strong multi-tasking, organizational, and time management skills with superior attention to detail.
• Ability to follow oral and written instructions.
• Ability to work independently with speed and accuracy and perform detailed clerical work.
• Professional image and appearance.
• Confident, personable, and punctual with an ever-present positive mood and can-do attitude.
• Strong computer knowledge and skills, including Word and Outlook; able to use technical equipment.
• High level of professionalism and confidentiality.

PREFERRED QUALIFICATIONS

• Completion of Canadian Certified Optometric Assistant (CCOA) Program
• Experience working in a health care setting, clinic, or optometry office.
• Previous optometric experience in pre-testing would be an asset.

WORKING CONDITIONS

• Fast-paced, constantly changing work environment requiring adaptability and a calm demeanor.
• Open-concept, multi-person workspace with a moderate noise level.
• Extensive on-site training will be required.

• 30-40 hour week; Monday - Friday, 8 hour shifts that may occur between 8:00 am- 8:00 pm, with a 45-minute lunch or supper break.

• Flexibility around duties, schedule and reporting is required because this is a new branch of our co-owned and co-managed family business.

• Probationary period is 9 months.