MyEyeDr. Careers

About the role
The Patients Relations Representative is responsible for ensuring the delivery of excellent customer service and patient retention, in support of the company missions and goals, through the facilitating of expedited resolution to customer complaints/issues. The Patients Relations Representative works through and with all levels within the organization to resolve patient issues and address inquiries, maximizing organizational good-will that builds patient loyalty and improves organizational efficiencies. The Patients Relations Representative also serves as a liaison between the Home Office and Retail Offices to address customer services related issues and questions via phone, email and Teams.

As a Patients Relations Representative, you will be reporting to the Manager, Patient Relations.

This is a hybrid role, offering a flexible work arrangement out of our Vienna, VA office.

You Will

• Act as a direct contact for patients who have service-related issues by monitoring and responding to inquiries received through all patient contact channels start to finish.
• Assist with verification of online/ecommerce orders.
• Assist with scheduling appointments for new offices on online scheduling bypass.
• Consistently maintain a courteous, professional, helpful demeanor when dealing with customers by telephone and written correspondence.
• Proactively research patient issues, identifying all pertinent information necessary to accurately analyze the problem and identify an effective solution.
• Facilitate communication with RVP/DM and GM’s to ensure they are kept current on customer service-related performance issues within their regions/districts/offices and that they are aware of the status of outstanding issues and the resolution.
• Formulate recommendations to resolve patient concerns, in consultation with the office management team (or independently if required), and coordinate the necessary resolution actions with the relevant departments or locations.
• When appropriate, process refunds, reorders or other corrective measures to address work performed that failed to meet the patient’s (or MyEyeDr.’s) standards.
• Perform follow-up contact with patients and field associates to ensure that outstanding issues are resolved within the designated time frame and confirm that the customer is satisfied with results.
• Participate in PEX team meetings, as required, providing pertinent information and input regarding customer satisfaction issues and trends as well as recommendations for training and/or other proactive steps that will prevent future reoccurrence of issues.
• Perform other duties, as assigned.

About You

• 1-3 years of optical/field experience, MyEyeDr. experience is preferred
• High school diploma or GED required
• AA or BA/BS in related field is desirable
• Strong computer software and data input skills, with high speed and accuracy
• Strong analytical and math skills (must be comfortable working with calculators and computing numbers)
• Demonstrated ability to work with a high degree of attention to details.
• Demonstrated success working within an office environment addressing a broad spectrum of internal customer requirements and requests
• Demonstrated ability to establish positive rapport and build collegial relationships within various departments of the organization to maximize the efficient flow of information.
• Strong communication skills (oral and written) with the proven ability to manage priorities in a fast paced, entrepreneurial environment.
• Ability to multi-task, set priorities and ensure deadlines are met.
• Proficiency in utilization of automated equipment and systems standard to the optometry industry.

Grow with Us

• Career Development and Training Opportunities
• Participate in a comprehensive benefits package including medical and dental coverage, tax-free savings plans, life insurance and more
• Participate in our Vision coverage and associate discounts on our products
• Participate in our 401(k) with competitive company match
• Accrue PTO and paid holidays from day one

Introduction | MyEyeDr.

How do you see yourself today? Are you looking for that unique opportunity where you can make a difference in the lives of the patients we serve? MyEyeDr. is a high-growth, premier healthcare company: a total vision care concept with a unique retail experience. Our trusted community doctors and knowledgeable teams are all focused on helping our patients live their best lives by delivering an exceptional, personalized experience to each of our patients in every interaction. Our business model is unlike others in the industry: we make healthcare accessible by welcoming all insurance and providing a great selection of stylish eyewear that meets the diverse needs of our patients.

This role provides a chance for you to build your professional career with an organization that is purposeful and whose values drive actions. You would have the opportunity to prioritize the care of our associates and our patients, to connect the knowledge of our talented teams to our patients’ needs, and to work in a fun, inclusive environment as part of a collaborative team. We are in search of that unique individual who is inspired by a career focused on helping others and providing quality care while continuously growing professionally and improving MyEyeDr. in meaningful ways. If this is you, we encourage you to apply so you can get your journey started with MyEyeDr. where you can help people see, look, and be their very best.

MyEyeDr. is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or any other legally protected category. MyEyeDr. will not tolerate discrimination or harassment based on any of these characteristics.