Optometric Clinic Receptionist

University of Waterloo - Waterloo, ON (30+ days ago)

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The School of Optometry and Vision Science provides a clinical facility for the education of Optometry undergraduates and residents at the University of Waterloo. In addition, it provides comprehensive optometric service to the general public, including special populations through in-house and external patient care. Approximately 180 third and fourth year students are rotated through the various areas of the Optometry Clinic (including the satellite clinic) each academic year with approximately 20,000 patients seen annually.

Responsibility ranges from answering phones, booking appointments and verifying patient information to assisting with tasks that promote quality patient care and ensure the smooth operation of the clinic. The Optometry Clinic (including the satellite clinic) is a computerized environment, using an electronic scheduling, billing and medical records systems. The incumbent works within a team and may be assigned responsibility for various tasks related to the provision of optometric patient care. The incumbent will have frequent contact with optometrists, opticians, patients and optometry students. The incumbent will be designated specific assignments but can be expected to rotate assignments as needed.

The incumbent must adhere to PHIPPA and FIPPA legislation.


Handle incoming telephone calls to the Optometry Clinic in a friendly, knowledgeable and courteous manner
Prepare and manage the electronic schedule in Visual-Eyes (VE) and schedule appointments in accordance with Optometrist availability and appointment criteria. This includes assigning Optometrists and student interns to clinic rooms
During regular clinic hours, triage emergency calls, notify the on-call Optometrist of emergency calls and book appointments as per Optometrist’s direction
Make confirmation calls to patients scheduled in the clinic and notify patients of any fees associated with the services provided. Attempt to fill any openings due to cancellations
Verify the eligibility of OHIP coverage for all patients scheduled using the IVR system
Receive patients in the clinic; notify doctors and interns of patient arrival
Follow up with patients who do not show for their appointment in a timely manner to initiate another appointment booking
Maintain a computerized recall system and contact patients to book a recall appointment
Receive payments in accordance with the financial policies and procedures of the Optometry clinic and the University

Administrative/Records Maintenance

Prepare files for daily appointments for all patients
Process patient files in a timely manner and in accordance with the clinic policies and procedures. This includes checking any follow up appointments or invoicing/billing concerns and notifying the appropriate person
Ensure patient record is up-to-date by verifying patient personal information at time of appointment booking or at check-in/arrival to appointment
Maintain and record patient statistics and clinician attendance records
Provide clerical support in accordance with clinic policies and procedures
Assist with preparation and distribution of student evaluations in the electronic student evaluation system (ESES) or paper evaluation forms
Order, monitor and maintain supplies, products or equipment required for use in the clinic
Assist with the ordering and or dispensing of spectacle and/or contact lenses and other products required to provide appropriate care for patients
Assist with the annual fiscal year-end Optometry Clinic inventory count
Assist with the organization of special activities in the clinic such as lunch and learn sessions


The incumbent will respond to inquiries from patients, interns and doctors in a professional, knowledgeable and helpful manner
The incumbent will be required to interact with faculty, clinical supervisors, other health care practitioners and third party agencies

Support Clinic Staff, Optometrists and Students

Assist clinic supervisors and students working in the clinic in an appropriate manner. This could include tasks from assigning patients and clinic rooms to assisting with ocular tests
Assist with orientation sessions at the beginning of student rotations
Assist with training new employees on the daily job requirements and the EMR system (VE)
Medical Secretarial diploma, medical terminology course, optometric assistant diploma and/or equivalent experience required
Must have recent/previous work experience in a health care facility preferably in an optometric setting
Basic experience of OHIP billing as it pertains to optometric care is required
Working experience of an electronic records system, Visual-Eyes is preferred
Basic experience with MS Word, Excel and PowerPoint
Experience working independently with minimal direction
Strong interpersonal skills
Proven attention to detail
Ability to perform in a fast-paced and varied environment
May require physical exertion to unpack and distribute deliveries of products or supplies
Work hours include Monday, Wednesday, Friday from 8:00 a.m. until 6:00 p.m. and Tuesdays and Thursdays from 8:00 a.m. until 9:00 p.m. Some Saturdays may be required