Optical Engagement Associate

Position Summary:

The Optical Engagement Associate is responsible for supporting Eye Health America's optical service line by serving as a liaison between patients, contact center staff, and optical store teams. This remote position assists with contact lens ordering and fulfillment, optical order follow-up, patient education, warranty explanations, prescription distribution, and coordination of contact lens training appointments. The Optical Engagement Associate provides accurate information regarding optical products, services, pricing, and store operations while ensuring a high-quality patient experience and timely resolution of questions or concerns. This role plays a critical part in improving patient access, supporting revenue growth, and enhancing communication between centralized and in-store optical teams. 

Essential Functions and Responsibilities

• Assist patients with ordering contact lenses, including verifying prescriptions, providing ordering guidance, and coordinating with optical store staff as needed.
• Monitor and follow up on contact lens and eyewear orders, providing status updates to patients and resolving fulfillment-related inquiries.
• Serve as a liaison between the Contact Center and Optical Stores to facilitate communication, issue resolution, and workflow coordination.
• Coordinate contact lens training appointments, including scheduling trial lens fittings and patient education visits.
• Educate patients on optical product warranties, replacement policies, and applicable coverage options.
• Send eyeglass and contact lens prescriptions electronically to patients in accordance with company policies and regulatory requirements.
• Answer patient questions regarding optical products, services, store operations, pricing, promotions, insurance benefits, and ordering processes.
• Document all patient interactions, requests, and resolutions accurately within applicable systems and tracking tools.
• Escalate complex clinical, operational, or service-related concerns to optical leadership or store teams when appropriate.
• Maintain a thorough understanding of Eye Health America's optical offerings, contact lens brands, eyewear products, insurance plans, and practice locations.
• Ensure compliance with HIPAA, company policies, and all applicable patient privacy requirements.
• Identify recurring patient questions or process issues and communicate findings to leadership to support operational improvements.
• Learn and utilize multiple technology platforms to support patient communications, prescription management, scheduling workflows, and order tracking.

Minimum Qualifications

• 1–3 years of experience in optical, customer service, patient engagement, healthcare, retail, or contact center environments.
• Experience working with contact lenses, optical products, eyewear sales, or optical operations preferred.
• Strong verbal and written communication skills for interacting with patients and internal stakeholders.
• Ability to navigate multiple technology platforms simultaneously while maintaining accuracy and efficiency.
• Experience with electronic medical records (EMR), practice management systems, or optical software preferred.
• Basic proficiency with Microsoft Office applications including Outlook, Teams, Word, and Excel.
• High school diploma or equivalent required.

Skills and Abilities

• Strong customer service mindset with a passion for helping patients and resolving issues.
• Excellent communication skills with the ability to explain optical products, warranties, and procedures in a clear and understandable manner.
• Strong organizational skills and attention to detail, particularly when coordinating orders and documenting patient interactions.
• Ability to manage multiple priorities in a fast-paced remote work environment.
• Problem-solving skills with a focus on achieving timely and satisfactory resolutions.
• Ability to collaborate effectively with optical store personnel, contact center staff, and leadership teams.
• Knowledge of contact lens ordering processes, eyewear products, and insurance benefits is preferred.
• Commitment to patient confidentiality and secure handling of protected health information.

Physical Requirements

• Ability to sit for extended periods while working at a computer and handling phone communications.
• Sufficient vision to read digital screens, patient records, order information, and documentation accurately.
• Adequate hearing and verbal communication skills to interact with patients and team members effectively.
• Frequent use of hands and fingers for typing, data entry, and computer navigation.
• Ability to work independently in a remote environment while maintaining productivity and quality standards.

Preferred Qualifications

• Prior experience in an optical store, ophthalmology practice, optometry office, or vision care contact center.
• Familiarity with contact lens fitting workflows, trial lens programs, and vision insurance plans.
• Experience supporting multiple locations or serving as a liaison between centralized and field-based teams.
• Knowledge of eyewear warranties, lens products, and optical order fulfillment processes.