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Requirements

• Requires a high school diploma, GED, or equivalent.
• Must have two to three years of customer service, reception, or business experience.
• Previous phone experience and knowledge of basic office procedures/equipment and computer systems required.
• Familiarity with medical terminology and prior health care experience desirable.
• Previous cash handling experience is preferred.

Work Hours

We are seeking a full-time (36 hours/week) Registration Representative/Optician to work weekdays, 7:30am- 5:00pm.

Job Summary

The Registration Representative/Optician, under the supervision of the Clinical Manager, provides exceptional customer service by serving as the frontline ambassador of service between the patient and the Medical Center. The Registration Representative/Optician ensures a positive patient experience from the time a patient accesses the system.

Essential Job Functions and Responsibilities

This list of duties and responsibilities is not all inclusive and may be expanded to include other duties and responsibilities as management may deem necessary from time to time.

1. Reception Duties
   1. Greets patients and answers phones, in a friendly, helpful, and welcoming manner.
   2. Ensures that each patient is scheduled with the appropriate provider based on the reason for their visit.
   3. Registers new patients completely and accurately.
   4. Understands and follows the proper steps to search for a patient record and the set-up of new accounts. Validates, verifies or adds insurance, including third party insurance.
   5. Collects co-payments at the time of service.
   6. Demonstrates a resourceful nature/actions when patients and/or internal customers have questions.
   7. Closes each encounter in a friendly, helpful manner.
   8. Strives to understand and meet the needs of the patient when multi-tasking, switches gears quickly when checking in, collecting payments, scheduling, rescheduling, coordination multiple appointments and canceling appointments.
   9. Answers the telephone within 20 seconds (4 rings) and uses the appropriate greeting to include: the clinic/department, your name and an offer to assist.
   10. Keeps patients informed of any delays in the process.
   11. Schedules appointments for patients by following individual provider protocols and workflows to ensure accuracy in scheduling.
   12. Maintains daily and future provider resource schedules, including schedule maintenance requests (i.e. opening, closing or changing a schedule) to ensure the provider is scheduled for the correct location and time.
   13. Maintains the wait list for each provider and contacts patients when there are cancellations.
   14. Stays current on In-Basket messages and patient work queues.
   15. Ensures that necessary questionnaires are completed for patient visits.
   16. Follows appropriate guidelines and updates appropriate clinical team for situations when a patient cannot be seen (i.e. late patient, terminated patient, insurance coverage not accepted, red flag issues).
   17. Completes end of day reconciliation of provider schedules.
   18. Performs cashiering functions including the collection of co-payments and self-pay balance payments as well as balancing the cash drawer daily, voiding payments as needed and researching issues prior to closing.
   19. Maintains a neat, clean, and professional work area. Keeps patient waiting areas clean, organized and with current resource materials.
   20. Adheres to departmental expectations (i.e. attends required meetings; participates in quality and process improvement projects, service recovery).
   21. Flexible to rotate to other departments (optical and tech) as needed during the work day.
   22. Adheres to Southwest Health’s value-based behavior standards.
   23. Understands and adheres to Southwest Health compliance and HIPAA standards as they appear in the Corporate Compliance Policy, Code of Conduct and Conflict of Interest Policy.
   24. Performs other duties and responsibilities as requested or required.

    

   Other Possible Duties (but not limited to):

   1. Orders, labels and ensures that all frames are adjusted, cleaned, and arranged by brand in display racks.
   2. Cleans, orders and prices all items (i.e. spec chains, magnifiers, half-eye readers, instant suns and lens cleaner kits).
   3. Maintains a list of parts ordered and ensures that those parts arrive within 7-10 days.
   4. Files all delivered prescriptions neatly, in alphabetical order.
   5. Keeps shop neat and clean, including sonic cleanser.
   6. Ensures that tables where the new prescriptions are written and the bar where glasses are adjusted and delivered are kept neat, clean, and free from dust; rotates displays periodically (i.e. for seasonal changes).
   7. Conducts patient history in manner and format required by optometrist or supervisor.
   8. Performs and documents visual fields, OCTs, NCTs and other testing as ordered by OD’s and/or MD’s.
   9. Initiates documentation of the patient’s chief complaint, history of present illness, review of systems and all pertinent ocular findings accurately and in accordance with compliance guidelines. Measure and record vital signs including blood pressure, pulse and respirations.  Document medication, allergies, including reactions, and other pertinent history.
   10. Administer topical ophthalmic and oral medications at the direction of the provider.
   11. Performs testing to include visual acuity measurement, stereo vision testing, color vision testing, automated or manual lensometer and keratometry, measurement of intraocular pressure (IOP) by use of NCT, tonopen, or Goldman, check pupillary size and response to direct and consensual light.
   12. Assesses and records visual acuity.
   13. Neutralizes and records spectacle prescription by the means of a lensometer, manual or automatic.
   14. Educates patients on important aspects of eye care by explaining:
   15. Principles of basic eye care
   16. Testing procedures being performed
   17. Ensures that all industrial frames are clean and accounted for.
   18. Assists in dispensing contact lenses and frames.
   19. Performs frame adjustments and repairs.
   20. Monitors service levels from current lens labs and reports any decrease in service to Clinical Manager
   21. Responsible for sending all weekly and monthly reports to the regional supervisor on a timely basis:
   22. Invoice receiving report complete with all invoices, sent on a weekly basis
   23. Daily transaction sheet, sent on a regular basis
   24. Responsible for efficiently managing his/her on site inventory.
   25. Checks items in the optical area, including contacts, for expirations
   26. Maintains equipment in a preventative maintenance program (i.e. proper handling, care, cleaning, changing bulbs, batteries, etc.).
   27. Manages patient complaints/problems

Contact Information

Southwest Health
Attn: Human Resources
1400 Eastside Rd
Platteville, WI 53818
Phone: (608) 342-0993
Email: hr@southwesthealth.org
Fax: (608) 342-5015