Optical Technician (Level 2) - Base Pay Plus Incentive Program

Job Title:Optical Technician (Level 2) - ABOC Required

Job Grade: 25

Job Family: Clinical

Department: Optical

Reports to: Optical Manager

Classification: Non-Exempt

Status: Full Time

OUR MISSION

We pursue excellence in the delivery of professional, compassionate, and complete eye care.

OUR VALUES

• Empathy | Understand others’ feelings and perspectives.
• Extend Grace | Show kindness, compassion, and understanding.
• Desire to Help People in Need | Strong sense of social responsibility.
• Desire to Work | Perform your job to the best of your abilities.
• Invest in Yourself | Never stop learning.
• Benefit of the Doubt | Foster positive relationships and interactions.

POSITION SUMMARY

A successful Optical Technician (OT) is responsible for actions that support and safeguard Fogg Remington EyeCare (FRE) Standard of Patient Care. As an OT, you will juggle multi-tasks simultaneously and regularly complete ad hoc projects. The workday goes by quickly, and no two days are exactly alike. The OT should be committed to the Company's strong learning culture and creating a positive patient experience. They are responsible for assisting the optometrist or ophthalmologist in providing eye care services to patients. They perform various tasks related to eye exams, eyeglasses and contact lens fittings, and optical product dispensing.

ESSENTIAL FUNCTIONS, DUTIES, and RESPONSIBILITIES

• Dispense eyeglasses, make necessary adjustments for proper fit, and instruct patients on proper usage.
• Perform minor to major eyeglass repairs (i.e., insert lenses, add screws, change nose pads, rimlon repair).
• Select the proper frame fit based on the patient’s prescription.
• Educate and counsel patients on various types of lens designs, materials, and treatments based on prescription.
• Obtain proper pupillary distance (PD) measurements, multifocal location, vertex distance, and other measurements related to special design lenses such as pediatric and patients with special needs.
• Convert full prescription to reading prescription.
• Select the proper lens style based on the computer and reading prescription.
• Print the daily clinic schedule, indicate whether patients order glasses for the Optical capture rate report.
• Obtain insurance authorization, and review benefits and fee schedule.
• Perform balance control to show the patient's out-of-pocket cost based on the insurance fee schedule.
• Review and respond to tasks, emails, and EHR tasks in a timely manner.
• Troubleshoot and problem-solve patient complaints about their eyewear.
• Responsible for returning defective frames to vendors when replacement frame is received.
• Respond to messages received via patient portal.
• Process basic billing for vision plans.
• Read glasses with complicated Rx (i.e., prisms, near variable, high Rx, negative cylinder, w/out written prescription).
• Understand and interpret dual insurance coverage and charge patients accurately according to the fee schedule.
• Process advanced billing for vision plans, and knowledge in Coordination of Benefits (COB).
• Review vision plan EOP’s to understand and interpret payment and any discrepancies in vision plan and patient payments.
• Perform lab count, remakes, patient frame orders, and total frame count, and turn them in to Optical Manager for Optical Benchmark.
• Post charges in Practice Management such as special-order fees, mailing fee, PD and other basic charges assigned and approved by Optical Manager.

All Levels

• Review patient communication platforms for undelivered text notifications and contact patients with eyeglasses ready for pick-up.
• Process monthly returns, obtain return authorization from the Optical Manager, and ship frames for credit.
• Sort eyeglasses that have not been picked up after 90 days; disassemble if not picked up after 2nd notification.
• Answer incoming calls, greet callers, provide information, transfer calls, and take messages as necessary.
• Sanitize all frames patients have touched or tried on and place frames back on display boards by the vendor.
• File Optical and vendor invoices.
• Send completed jobs to various labs. Box up jobs, record lab count, remakes, and tracking numbers in an Optical binder.
• Call frame vendors to order Patient frame orders and record in Optical binder.
• Tray-up incoming jobs from various laboratories for Quality Control.
• Check-in patient frame orders and mark them as received in Optical Management and Optical binder.
• Put price tags on all stock frames and display them on frame boards by the vendor.
• Responsible for sending vendor invoices to the Accounting Department by the end of each week.
• Responsible for sending outside prescriptions to be scanned and saved in the patient's Electronic Health Record (EHR) at the end of each week.
• Ability to read simple prescription (SV, Bifocal, and Progressive).
• Responsible for making sure that all invoices show no charges for any remakes and to report any discrepancies to Optical Manager.
• Dispense with or without adjustments. Obtain patient e-signature in PM and show dispensed data in OM.
• Conduct daily frame inventory of display frame boards. Morning and evening counts must match the frame count on the daily frame inventory form.
• Cross-train in relevant/related functions and roles as necessary, and assist/train other staff in related functions as needed.
• Take payments.
• Has not been sanctioned or excluded from participation in federal or state healthcare programs by a federal or state law enforcement, regulatory, or licensing agency.
• Maintain confidentiality by safeguarding ePHI and demonstrating HIPAA compliance to our patients.
• Ensure that HIPAA privacy policies are clearly understood and followed.
• Present a positive view of FRE to the community.
• Protect company assets.
• Support all co-workers and treat them with dignity and respect.
• Support the team to reach common goals.
• Be able to think and act quickly and efficiently in emergencies.
• May be scheduled to work at different locations as necessary, reporting to the location at beginning of the day.
• May drive on company business.
• Must have valid California driver’s license (required).
• Comply with all FRE policies and procedures, including but not limited to workplace safety, reporting work-related injuries, Infection Control, and preventing potential safety risks for staff, clients, and others.
• Punctual and regular attendance is an essential responsibility of each employee at FRE. Employees are expected to report to work as scheduled, on time, and prepared to start working. Employees also are expected to remain at work for their entire work schedule. Late arrival, early departure, or other absences from scheduled hours are disruptive and must be avoided.

EDUCATION and EXPERIENCE

Education

• Required: Possession of a high school diploma or GED.
• Required: American Board of Opticianry certification (ABOC) (current certification).

Experience

• Required: 3 - 4 years of experience as a Dispensing Optician/Optical Technician.
• Experience as a medical assistant or similar is a plus.

KNOWLEDGE, SKILLS, and ABILITIES

• The ability to work with delicate tools and materials.
• Strong research and math skills.
• Good interpersonal skills and the ability to communicate effectively with different audiences.
• Intermediate to advanced phone skills; able to effectively relate via the telephone and in-person to serve the needs of Clinic patients/clients/visitors in an efficient and productive manner.
• Strong written and verbal communication.
• Ability to gracefully assist unhappy customers.
• Ability to interact and work effectively with co-workers, clients, guests, volunteers, and others.
• Well-spoken and polished demeanor.
• Cultural sensitivity and demonstrated ability to work with diverse people groups.
• Attention to detail requires a high level of accuracy and attention.
• Time management and organizational skills: Prioritizing tasks, meeting deadlines, and staying organized.
• Problem-solving skills: Analyzing complex problems, developing creative solutions, and making sound decisions.
• Proficiency with Microsoft 365 (Microsoft Word/Excel/Outlook).

WORK ACTIVITIES, STYLES, and REQUIREMENTS

FRE Standards of Patient Care:

• Respect: Treat all patients with respect and dignity.
• Communication: Communicate clearly and effectively with patients and their families.
• Safety: Ensure the safety of all patients and staff.
• Quality: Provide quality care and services to all patients.
• Privacy: Respect the privacy of all patients and their families.
• Accessibility: Ensure all patients can access the care and services they need.

Empathy: Allows you to relate to teammates, patients, and customers to understand their needs and concerns better. Empathy will help you to be more understanding and compassionate when dealing with difficult situations and resolving conflicts.

Extend Grace: Ability to put yourself in the Patient's shoes to try and understand their situation, which allows you to show compassion and understanding, making the Patient feel more comfortable and at ease.

Desire to help people in need: Exhibit a strong sense of social responsibility and willingness to take action and make decisions to positively impact others in our community. Display compassion to make a difference in people's lives by going the extra mile to ensure those in need receive quality care.

Wants to work: Possess a strong desire to work hard and complete tasks promptly. Show your commitment to excellence by doing what is necessary to complete the job. Contributing to achieving team goals that value collaboration, accountability, and mutual support.

Invest in yourself: Take the time and effort to develop your skills and knowledge. Be open to learning new things and take on challenges that will help you grow professionally. Stay current on the latest trends and technologies in our field.

Benefit of the doubt: Be open-minded and consider all sides of an issue before deciding how to proceed. Be understanding and compassionate when dealing with difficult situations. Create a positive work environment and foster better relationships with your teammates and patients.

Environmental Conditions

• Indoors in a typical office environment approximately ninety-five percent (95%) of the time.
• Frequent computer use at the workstation for up to two hours.
• Frequently work at a fast pace with unscheduled interruptions.
• May occasionally move (walk or drive) from one work location to another.

Physical Demands

• Use one or two hands to grasp, move, handle, control, feel, and assemble objects, tools, or controls.
• Use fingers to grasp, move, or assemble very small objects.
• Ability to walk, sit, stand, stoop, crouch, and climb stairs.
• Ability to move and lift up to 10 pounds.
• See the differences between colors, shades, and brightness.
• Visual Acuity (Far/Near).
• Regular and consistent attendance.

Changes: This job description will be updated if duties and responsibilities change significantly. Job functions are subject to modification based on business necessity.

ADA/FEHA: Fogg Remington EyeCare will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and California's Fair Employment and Housing Act.

EEO: Fogg Remington EyeCare is an equal-opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We celebrate diversity and are committed to creating an inclusive environment for all employees.