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Published: March 2, 2025

Administrative & Diagnostic Customer Service Coordinator

Edmonton, Alberta, Canada | Full Time

Eye District

We are looking for a detail-oriented and customer-focused Administrative & Diagnostic Customer Service Coordinator to join our team. This role blends administrative efficiency with clinical precision to ensure an exceptional patient experience. The ideal candidate is highly organized, proactive, and dedicated to making every client feel valued and comfortable throughout their visit.

Key Responsibilities

Administrative Responsibilities:

Billing & Invoicing: Organize, track, and process bills and invoices with accuracy.

Client Follow-Ups & Recalls:

• Follow up on client general recalls

• Ensure seamless communication regarding estimates.

• Proactively engage with Neurolens patients before, during, and after their treatment, providing additional attention as needed.

• Send Google review reminders and track responses.

Job & Lab Tracking:

• Monitor job due dates, follow up with labs, and ensure timely delivery of eyewear. Communication with clients and staff as needed.

Data Entry & Insurance Reconciliation:

• Enter client files into the POS system Scan records and reconcile insurance claims.

High-Level Client Communication:

• Engage with clients via text, email, and phone calls, ensuring they receive clear and helpful information.

Email & Inbox Management:

• Check, organize, and respond to emails professionally and efficiently.

Client Comfort & Experience:

• Greet clients warmly and guide them through their next steps.

• Offer drinks and snacks as part of a premium customer service experience.

Explain processes clearly and address any concerns to enhance client confidence.

Clinical Responsibilities:

Diagnostic Screening:

• Perform autorefractor, tonometer, and Optos screenings with accuracy, using proper professional verbiage.

• Collect and analyze client data through precise questioning.

Contact Lens Management:

• Order, track, and distribute trial contact lens.

Frame Maintenance & Adjustments:

•Clean, adjust, and maintain eyewear for clients.

Equipment & Office Hygiene:

•Sterilize diagnostic equipment to maintain a safe clinical environment.

•Dust, mop, and maintain general office cleanliness, including mirrors, windows, counters, and desks.

Required Skills & Qualifications:

• Strong organizational and multitasking skills.

• Excellent verbal and written communication skills.

• Customer-centric mindset with a warm, professional demeanor.

• Experience in administrative tasks such as invoicing, insurance reconciliation, and scheduling.

•Basic knowledge of optometry procedures or willingness to learn.

•Ability to work independently and collaboratively in a fast-paced environment.

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