Job Description: Phone Care Coordinator at Valley Vision Optometry

Position: Phone Care Coordinator
Location: Port Alberni, BC
Employment Type: Full-Time

Phone Care Coordinators play a key role in ensuring each patient gets exceptional customer service and support. They handle incoming calls, scheduling appointments, and managing patient information.

About Our Company

Enjoy a great work-life balance—no evenings or weekends, and we close for a week every Christmas. If you like cycling, our bike-friendly office has an eyeglass-shaped rack and an in-office shower. We even provide 5 pairs of black scrubs so you can focus on your work, not your wardrobe. Plus, our newly renovated staff lounge is perfect for saving on lunch!

About Our Practice

Valley Vision Optometry is Port Alberni’s only independent optometry practice. We have been serving people of all ages and conditions since 1960! We provide the most modern, compassionate, and thorough care, from prevention to custom solutions, through ongoing training for both of our doctors and support team.

Core Values

• Being Accountable: We fulfill all our commitments consistently and oon timewithout excuse.
• Creating Long-lasting Relationships: With curiosity and active listening, we cultivate warm personal regard with every patient.
• Pursuing Mastery in Optometry: We are passionately engaged in our work and aspire to excellence in our field.
• Obsessing over our patients and letting them win: We obsess over our patients’s well-being and do whatever is necessary to ensure their happiness.

Position Profile:

PCCs maintain a friendly and professional demeanor in every patient interaction, consistently reflecting the clinic’s high standards. Efficiency is essential, as staff are responsible for handling call volumes promptly and minimizing patient wait times. Accuracy in recording and managing patient information is vital, with careful attention paid to details during scheduling and data entry. 

Ongoing training and personal development are encouraged so employees remain knowledgeable about the latest products, services, and industry trends. Adaptability is key, as staff must be ready to embrace new technologies, shifting schedules, and evolving patient needs. Performance is measured by customer satisfaction, call handling efficiency, data accuracy, and teamwork. 

Job Responsibilities:

• Answer calls from patients, provide support, and ensure satisfaction.
• Schedule, confirm, or adjust appointments for Valley Vision Optometry’s services.
• Update and accurately record patient details in the EMR system.
• Provide information on Valley Vision Optometry’s services, products, and promotions, and assist with patient inquiries.
• Provide basic technical support for eyewear or contact lens issues, escalating complex cases as needed.
• Call patients to remind them of upcoming appointments or follow-ups.
• Resolve patient complaints promptly and professionally, escalating issues as needed.
• Support Eyewear Consultants sales by providing product information, processing orders, and handling phone payments.
• Work with team members to ensure a smooth patient experience, and attend meetings to stay informed on new procedures.

Qualifications/Skills:

• Excellent spelling and clear communication
• Ability to work well under pressure and handle challenging situations with professionalism.
• Previous experience in a call centre or customer service role is preferred
• Familiarity with optometry or medical office protocols is an asset but not necessary
• Strong ability to function on multiple tracks at the same time
• Self-starter with willingness to move things forward in a professional manner
• Passion for patient care and concern for others
• Proficient in use of internet and Microsoft Office
• Solid keyboarding skills: 50 WPM
• Curious and engaged, eager to grow in professional knowledge
• Able to frame things in a positive manner and see the good
• Self-confident
• Committed to personal excellence

Additional Information:

Salary Information: $35,800/year – $48,530/year

Why should you join Valley Vision Optometry?

• Clothing allowance
• Cycle-friendly workplace: bike rack, shower
• Company events
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• nicest lulunchroom Port Alberni
• Profit sharing
• Store discount
• Tuition reimbursement
• Vision care

How to Apply:

If you are passionate about providing excellent customer service and want to be part of a dynamic team dedicated to improving patients’ vision and eye health, we would love to hear from you. Please submit your resume and cover letter to dr_golemba@valleyvisionoptometry.ca with the subject line “I’m pumped to be a PCC”.

All your information will be kept confidential according to EEO guidelines.