Job Description: Patient Experience Senior Guid
Reports To: Team Manager
Type: Full-Time
About Us:
At Ideal Eye Surgery, we embrace the evolution of eye care by leveraging cutting-edge technology and innovative surgical techniques. Departing from an era of the traditional, one-size-fits-all approach, we tailor our treatments to suit your unique needs.In a landscape where many ophthalmology practices adhere to outdated methods, we are committed to investing time and expertise to uncover your ideal solution. Our dedicated team of experienced doctors prioritizes fostering strong collaborative partnerships with your primary eye care doctor, allowing them to continue the long-term care of your eyes. That enables us to provide you with an enlightening initial evaluation and opportunities for informed discussions that will guide you toward the best surgical decision.
Position Overview
The Patient Experience Senior Guide (PX Senior Guide) plays a vital role in ensuring smooth clinic operations, supporting the patient journey, and stepping in to provide leadership when needed. This role expands upon the core PX Guide responsibilities by including advanced clinical testing, elevated administrative and operational tasks, and team support in the absence of a manager.
We seek a dependable, detail-oriented, and compassionate individual who thrives in a fast-paced environment and is committed to delivering an exceptional patient experience.
Role and Responsibilities
Clinic Ownership
- Conduct diagnostic tests including: Visual Acuity (VAs), OPD3, Optical Coherence Tomography (OCT), IOL Master, Autorefraction, Auto Lensometry, Icare Tonometer, Visual Fields (HVFs), and Topography.
- Warmly greet patients upon arrival, ensuring they feel welcome and valued.
- Ensure patient intakes are completed accurately and efficiently.
- Act as surgical counselor as requested for hub locations and monthly travel clinics
Team Leadership
- Step in to support and provide leadership whenever the Team Manager is not present.
Huddle / Sight Check
- Attend daily Huddle/Sightcheck as defined by the Senior Manager of Insurance, Billing, and A/R.
- Support through necessary updates of data/details and attend Sightcheck daily.
Patient Experience
- Manage administrative tasks including:
- Building patient folders.
- Performing drag-and-drop file management.
- Exporting records.
- Conducting pre-appointment and surgery arrival calls.
- Handling MIPs (20/40) requirements.
- Act as a champion for delivering compassionate, efficient, and professional patient interactions.
Clinic Operations
- Input and update patient information in the Electronic Health Record (EHR) system, ensuring data accuracy and completeness.
- Communicate within the team to ensure appropriate updates are made in real time.
Staff Development
- Stay current on all new processes through scheduled training and development sessions.
- Build and share guide skills across all teams to ensure consistency and excellence.
- Provide training and guidance to other Guides when needed.
Collaboration
- Demonstrate strong collaboration skills while maintaining the ability to work autonomously.
Continuous Improvement
- Identify opportunities to improve workflows and processes in the Guide role.
- Offer feedback to leadership that supports operational efficiency and patient satisfaction.
PX Survey
- Prepare clinic folders by verifying all required documentation is present.
- Ensure second-eye surveys are accurately completed and organized.
Equipment Maintenance
- Maintain clinical equipment and van fleet through routine inspections, cleaning, and preventive care.
- Troubleshoot minor issues, escalate major repairs, and document usage.
- Assist with setup, transport, and storage to ensure equipment and vehicles remain safe and operational.
- Communicate repair or supply needs promptly, while ensuring compliance with safety standards.
Packing Requirement
- Participate in packing and lifting equipment (up to 50 pounds).
- Perform tasks as a two-person team to ensure safety and proper handling.
Additional Details
- Travel Requirements:
- Minimum of 2 times per month for clinic support.
- Additional travel as needed for staff coverage across clinics.
Qualifications
Education:
- High school diploma or equivalent required.
- Bachelor’s degree preferred
Experience:
- Previous experience in an ophthalmology clinical setting is strongly preferred.
Technical Skills:
- Proficient in EHR systems and other office software.
Other Skills:
- Strong attention to detail and accuracy in documentation.
- Excellent verbal and written communication skills.
- Ability to manage multiple tasks in a fast-paced environment.
- Strong commitment to patient confidentiality (HIPAA compliance).
Pay: $19.00 - $25.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Vision insurance
Work Location: In person
