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Job Summary:

Provides administrative, operational, physician, and patient experience support to Clinic Operations leadership, physicians, clinic managers, and front-office teams. Coordinates schedules, reports, meetings, compliance activities, staff documentation, physician administrative needs, patient flow, and daily clinic priorities to support efficient, organized, and patient-focused clinic operations. 

Serves as a professional and welcoming first point of contact for patients when assigned to the greeter/front-desk area. Provides administrative support to physicians by assisting with schedules, meetings, correspondence, documentation, clinic preparation, and other non-clinical administrative needs. Supports leadership and clinic teams with operational projects, reporting, scheduling, compliance, and other duties necessary to maintain efficient clinic operations.  

About the Practice:

The physicians of Heaton Eye Associates have been serving East Texas’ vision needs for over 40 years. We offer state-of-the-art technology with special services ranging from primary eye care to world-class laser surgery. Our physicians were the first to offer LASIK laser vision correction in East Texas and have performed tens of thousands of procedures since its inception. Heaton Eye offers a wide range of premium lenses including Symfony Extended Depth of Focus lenses, PanOptix® lenses, and Vivity® lenses to offer freedom from glasses and contacts after cataract surgery. Our surgeons were the first in East Texas to offer the RxSight Light Adjustable Lens, the only lens implant that allows patients to preview and adjust their vision after cataract surgery. We are the first and only practice in the area offering EVO ICL, another exciting option offering patients freedom from contacts and glasses. Additionally, we have the only fellowship-trained Pediatric Specialist as well as the only Oculoplastic Surgeon offering cosmetic, medical, and reconstructive surgery as well as state-of-the-art aesthetic services in the area. The extensive care and energy Heaton Eye Associates puts into maintaining our leadership position on information and technology in the rapidly evolving science of ophthalmology reflects our commitment to our patients.

Certifications/Licensures:

None required 

Experience:

3-5 years administrative, healthcare, medical office, or customer service experience preferred.

Education:

Associate's degree preferred

Bachelor's degree preferred

Patient Greeter / Patient Experience Responsibilities: 

• Welcome and acknowledge patients and visitors promptly and professionally.
• Provide a friendly, courteous, and professional first impression of Heaton Eye Associates.
• Assist patients with locating registration, waiting areas, testing areas, physician offices, optical services, and other clinic departments.
• Assist with patient flow and communicate patient needs to appropriate clinical or administrative staff.
• Provide general, non-clinical information regarding clinic processes and direct clinical questions to appropriate team members.
• Monitor the waiting area and communicate concerns regarding patient wait times, comfort, or service to the appropriate staff.
• Assist elderly, pediatric, disabled, or otherwise mobility-limited patients with appropriate non-clinical assistance while following safety procedures.
• Assist with patient check-in or other front-office duties when assigned and trained.
• Maintain a clean, organized, professional, and welcoming reception area.
• Protect patient privacy and maintain confidentiality at all times.
• Respond to patient concerns professionally and escalate complaints or service issues to the appropriate manager.
• Support patient satisfaction and service recovery initiatives as directed.

Physician Administrative Support Responsibilities:

• Coordinate physician calendars, meetings, administrative appointments, and other scheduled commitments as directed.
• Assist with preparation for physician meetings, presentations, conferences, and administrative activities.
• Prepare, organize, distribute, and maintain non-clinical documents and materials for physicians.
• Coordinate communication between physicians, clinic managers, leadership, staff, vendors, and other departments.
• Assist with physician onboarding and orientation activities, including coordination of schedules, office setup, equipment, supplies, access, and other administrative needs.
• Assist with physician schedule changes and communicate approved changes to appropriate staff.
• Track administrative action items and follow up on outstanding requests or deadlines.
• Assist physicians with non-clinical administrative projects and special assignments.
• Help coordinate physician travel, meetings, events, or other administrative arrangements when requested.
• Maintain confidentiality of physician, employee, patient, and organizational information.
• Escalate clinical, patient-care, or other matters outside the scope of the position to the appropriate physician, manager, or leader.
• Perform other non-clinical administrative duties as assigned.

Performance Standards/Responsibilities:

• Completes assigned reports, schedules, timesheets, and administrative tasks accurately and within established deadlines.
• Maintains organized and up-to-date calendars, meetings, appointments, and operational priorities for Clinic Operations leadership and assigned physicians.
• Provides timely, professional, and accurate administrative support to physicians and leadership.
• Demonstrates accuracy and attention to detail when maintaining policies, training materials, patient forms, compliance records, and spreadsheets.
• Coordinates meetings, prepares materials, records meeting minutes, and follows up on assigned action items as needed.
• Maintains accurate staff scheduling and timekeeping information and promptly addresses discrepancies.
• Supports MIPS, compliance education, and other required reporting activities in a timely and accurate manner.
• Provides professional, courteous, and compassionate support to patients, providers, clinic managers, staff, vendors, and other internal and external contacts.
• Creates a welcoming and positive patient experience when assigned to the greeter/front-desk function.
• Demonstrates appropriate judgment regarding patient questions and concerns and promptly escalates clinical or sensitive matters to the appropriate team member.
• Maintains confidentiality and handles sensitive employee, patient, physician, and organizational information appropriately.
• Demonstrates reliability, punctuality, professionalism, flexibility, and the ability to effectively prioritize multiple responsibilities.
• Uses sound judgment, critical-thinking, and problem-solving skills to identify issues and communicate appropriate solutions.
• Provides front-desk/greeter coverage and other operational support as assigned.
• Consistently follows organizational policies, procedures, professional standards, HIPAA requirements, and established core values.
• Maintains a professional appearance and demeanor consistent with organizational standards.
• Performs other duties as assigned.

Qualifications and Skills:

• Proficient in computer software programs, including Word, Excel, PowerPoint, Gmail, and applicable healthcare systems.
• Experience with electronic scheduling and/or practice management systems preferred.
• General working knowledge of office equipment.
• Healthcare or medical office experience preferred.
• Excellent customer service and interpersonal skills.
• Professional, positive, and approachable demeanor.
• Strong verbal and written communication skills.
• Highly organized and detail-oriented.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Ability to prioritize multiple tasks and meet deadlines.
• Ability to work independently while also functioning effectively as part of a team.
• Flexible and willing to assist in multiple areas of clinic operations.
• Strong problem-solving and critical-thinking skills.
• Dependable and reliable.
• Ability to interact professionally with physicians, patients, managers, employees, vendors, and other contacts.
• Ability to type 60 WPM preferred.

Benefits:

• Affordable Health and Dental 
• Vision Care
• Life Insurance
• PTO
• 401K