Eye Health America

Associate

• Assist patients with ordering contact lenses, including verifying prescriptions, providing ordering guidance, and coordinating with optical store staff as needed.
• Monitor and follow up on contact lens and eyewear orders, providing status updates to patients and resolving fulfillment-related inquiries.
• Serve as a liaison between the Contact Center and Optical Stores to facilitate communication, issue resolution, and workflow coordination.
• Coordinate contact lens training appointments, including scheduling trial lens fittings and patient education visits.
• Educate patients on optical product warranties, replacement policies, and applicable coverage options.
• Send eyeglass and contact lens prescriptions electronically to patients in accordance with company policies and regulatory requirements.
• Answer patient questions regarding optical products, services, store operations, pricing, promotions, insurance benefits, and ordering processes.
• Document all patient interactions, requests, and resolutions accurately within applicable systems and tracking tools.
• Escalate complex clinical, operational, or service-related concerns to optical leadership or store teams when appropriate.
• Maintain a thorough understanding of Eye Health America's optical offerings, contact lens brands, eyewear products, insurance plans, and practice locations.
• Ensure compliance with HIPAA, company policies, and all applicable patient privacy requirements.
• Identify recurring patient questions or process issues and communicate findings to leadership to support operational improvements.
• Learn and utilize multiple technology platforms to support patient communications, prescription management, scheduling workflows, and order tracking.

Optical Engagement Associate

• Deliver exceptional customer service by responding to scheduling inquiries, resolving basic concerns, and providing accurate information
• Interact with customers via telephone, email, chat, SMS, or other communication channels to address inquiries and resolve problems
• Analyze customer concerns and issues, troubleshoot problems, and work towards satisfactory resolutions
• Maintain a thorough understanding of the company's doctors, services, and policies
• Record customer interactions, issues, and resolutions accurately in the company's practice management and EHR systems
• Ensure adherence to company policies and procedures while handling customer interactions
• Gather and relay customer feedback and insights
• Strive to meet or exceed established performance metrics

Patient Engagement Associate I

Representative

• Interact with customers vis telephone or email to address inquiries, resolve problems, process payments, and provide information on visit insurance processing
• Analyze customer concerns and issues, troubleshoot problems and work towards a satisfactory resolution
• Maintain a thorough understanding of the company’s products or services to provide accurate information to customers
• Record customer interactions, issue and resolutions accurately in the NG patient chart
• Ensure adherence to company policies and procedures while handling customer interactions
• Relay customer feedback to supervisors to assist in problem-solving and establishing best practices
• Maintain a professional and courteous demeanor in all customer interactions even when dealing with challenging or upset customers.

Patient Engagement Representative

Call Center Representative

• Serve as the primary administrator for enterprise contact center platforms and communication technologies.
• Configure and oversee system settings, user accounts and permissions, routing rules, extension directories, business hour rules, and system integrity checks.
• Troubleshoot platform issues and coordinate resolution with internal stakeholders and third-party vendors.
• Maintain system documentation and ensure technology configurations align with operational requirements.
• Evaluate platform enhancements and recommend improvements to increase efficiency and user experience.
• Design, configure, and optimize Interactive Voice Response (IVR) menus and patient self-service experiences.
• Manage call routing logic to ensure patients reach the appropriate department, practice, or resource.
• Monitor call flow performance and identify opportunities to reduce abandonment rates and improve caller satisfaction.
• Test and validate routing changes prior to deployment.
• Administer enterprise digital fax systems and workflows.
• Manage fax routing, user access, integrations, and troubleshooting activities.
• Monitor system performance and ensure reliable delivery and receipt of patient documentation.
• Support and administer AI-driven call analytics, speech intelligence, and automated routing technologies.
• Develop, maintain, and distribute enterprise call reports and KPI dashboards.
• Lead and coordinate technology implementation projects related to contact center operations and patient engagement platforms.
• Develop training guides, standard operating procedures, job aids, and technology documentation.
• Support contact center operations across multiple practices and geographic regions.

Contact Center Technology Specialist

Financial Planning and Analysis

• Support the organization’s financial planning, budgeting, forecasting, reporting, and business analysis functions.
• Partner closely with finance leadership and operational teams to provide actionable insights and improve financial performance.
• Support the annual budget, monthly forecast, and long-range planning processes across healthcare operations.
• Build and maintain financial models related to revenue, provider productivity, patient volume, staffing, operating expenses, and margin performance.
• Analyze actual results against budget and forecast, identifying key drivers of variances.
• Assist with scenario modeling for provider growth, new locations, service line expansion, payer mix changes, and cost management initiatives.
• Prepare monthly financial reporting packages and performance dashboards for leadership.

Optical Engagement Associate

Patient Engagement Associate I

Patient Engagement Representative

Contact Center Technology Specialist

FP&A Analyst