Front Office Associate - Optometry Practice

Job Description

Job Description

Front Desk Associate Position Summary / Objective

The Front Desk Associate serves as the face of our optometry clinic and ensures a positive first impression for patients. This role oversees all front-office operations including greeting patients, handling mail and correspondence, checking patients in and out, and scheduling appointments. The Associate also responds to patient inquiries related to electronic health records (EHR), insurance benefits, billing, and liaison with clinicians and referral partners to keep patient flow smooth.

Essential Functions

(Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

Greet patients warmly as they arrive, assist with check-in procedures, verify demographics, collect co-pays, and handle patient check-out.

Answer, route, and manage incoming phone calls and emails professionally, including appointment scheduling, inquiries, and complaints.

Maintain and manage the front desk area to ensure it is tidy, organized, and reflects a professional image.

Educate patients (in person or by phone) about insurance benefits, billing statements, and financial policies.

Enter and update patient information into the practice management / EHR system, ensuring accuracy and compliance with privacy laws (e.g. HIPAA).

Process orders for contact lenses, including handling Rx refills and confirmations.

Coordinate with clinicians, opticians, and referral sources (medical professionals, specialist offices) to manage referrals, authorizations, and transfer documents.

Track correspondence : open, sort, and distribute mail; send patient reminders or communications per protocols.

Assist with basic billing tasks : reconcile daily receipts, post payments, handle refund requests, and route escalated billing issues to the billing department or manager.

Assist with marketing or patient outreach tasks as assigned (e.g. reminding inactive patients, distribution of promotional materials).

Participate in cross-training to provide coverage for other administrative areas when needed.

Competencies / Core Skills

Functional & Technical Skills — proficiency in EHR / practice management software and common office systems.

Customer Focus — patient-centered mindset, empathy, and service orientation.

Communication Proficiency — clear and courteous verbal and written communication.

Interpersonal Savvy — ability to interact well with patients, doctors, vendors, and staff.

Peer Relationships — collaborates effectively within a team.

Adaptability & Problem Solving — handles dynamic workflows and resolves issues.

Attention to Detail & Accuracy — ensures information is correct and processes are followed precisely.

Supervisory Responsibility

This position does not oversee other staff members.

Work Environment

This role is performed in a medical office setting. The environment is typically well-lit and climate-controlled. The incumbent uses standard office equipment, such as computers, phones, printers, scanners, filing cabinets, and fax machines.

Physical Demands

Must be able to talk, hear, and communicate clearly with patients and team members.

Frequently required to stand, walk, use hands to handle documents and office equipment, and reach with arms.

Occasionally may lift or carry boxes or supplies (up to 20 pounds).

May need to move or reposition office supplies or small pieces of equipment.

Position Type / Expected Hours of Work

Full-time, Monday through Thursday, 7 a.m. to 5 p.m. (Four Day Work Week)

Travel

Occasional travel may be required to assist with staff coverage or administrative tasks at other clinic locations within our network.

Required Education & Experience

High School Diploma or GED

Minimum of 1 year of customer service or front-desk experience

Proficient with computers, Microsoft Office (Word, Excel, Outlook), internet / email usage, and general office software

Preferred Education & Experience

Associate’s degree or coursework in health administration, business, or related field

Experience in a fast-paced medical or clinical environment

Prior experience in ophthalmology, optometry, or vision care setting

Familiarity with insurance claims, medical billing, and patient financial policies

Other Duties

This job description is not exhaustive and may evolve. Duties, responsibilities, and projects may change with business needs and organizational growth. Team members may be asked to perform additional tasks outside this description as required.