Patient Communication Coordinator

A boutique eyecare practice is seeking a dedicated Patient Communication Coordinator to join its dynamic Patient Experience team. As the first point of contact for patients and families, this role is essential in ensuring a warm, professional, and helpful experience with every call.

The Patient Communication Coordinator is responsible for handling all incoming calls to the call center, providing information, scheduling appointments, coordinating referrals, and resolving patient concerns with empathy and professionalism. This individual represents the practice and supports its mission to provide exceptional care and service.

• Answer incoming calls promptly and empathetically, using active listening to understand patient needs and route or accelerate calls appropriately.
• Provide accurate information about services, appointment processes, and what patients can expect.
• Schedule patient appointments (exams, follow-ups, specialty visits, urgent cases) using electronic health records (EHR) and scheduling tools.
• Coordinate schedules across multiple providers and locations to optimize daily clinic flow.
• Manage changes, cancellations, and reschedules efficiently to maintain access and minimize downtime.
• Support referral calls by collecting and communicating key information with referring offices.
• Place reminder calls/messages and document all call outcomes accurately in practice systems.
• Identify and report recurring issues or bottlenecks to leadership.
• Resolve scheduling conflicts and patient concerns with a proactive, solutions-focused mindset.
• Uphold patient privacy and confidentiality in accordance with HIPAA and company policies.

• Patient-first customer service mindset
• Clear, professional phone and written communication
• Active listening and call control
• Problem-solving and conflict resolution
• Scheduling strategy and prioritization
• Team collaboration and accountability

• Full-time (typically 40 hours/week) in a call center environment, supporting multiple practice locations and provider schedules.

• Competitive salary: $16-$20 per hour, plus benefits
• Comprehensive optometry and customer service training
• Supportive, collaborative team environment
• Growth and advancement opportunities
• Engaging workplace committed to work-life balance

If you're passionate about delivering exceptional service in a setting that enhances our patients' vision and lives, we want to hear from you!

• High school diploma or GED
• Strong and friendly verbal communication skills
• Exceptional organizational skills and attention to detail
• Ability to multitask in a fast-paced environment
• Comfort with computers and learning new systems (EHR, scheduling platforms, email)
• Empathy and discretion in handling sensitive patient situations

• 1-2+ years in a healthcare office, scheduling, patient access, or call center environment
• Experience with EHR and appointment scheduling
• Familiarity with discussing fees, payment options, or insurance basics
• Customer service experience in healthcare, retail, hospitality, or similar fields

Eyetastic Services is dedicated to partnering with employers who provide equal opportunities in all healthcare fields.