Patient Eyewear Advisor - Cambuslang

Competitive rates
15 Feb 2021
01 Mar 2021
Job ID 2021-1266
Job Role
Contract Type
Full Time
Title: Patient Eyewear Advisor

Location: Cambuslang

Salary and Benefits: Competitive + excellent bonus + Flexible working available

Contract: Full Time, 40 hours a week - Monday - Friday 


The Company

At Visioncall we passionately believe that by improving levels of sight we can transform the lives of our patients by enabling them to see the world better. It s a big idea and it s the beating heart of everything we do. Everyone has a fundamental right to sight. This purpose has been at the core of what Visioncall do for over twenty years. We are the leading home eye care company and consider ourselves fortunate to work in partnership with some of the biggest and brightest care home groups across the UK. We have over 7000 Care Home Partners and look after around 150,000 elderly adults. We are a small niche business and employ just over 200 people, throughout the UK.


The customer is at the centre of all we do at Visioncall and we have a culture which empowers all of our people to deliver excellent service every time. Work-life balance is high on our agenda, and we encourage our people with the opportunity of flexible working conditions.


Based in a modern, open plan office, is a place where your day to day work is not about scripting and checking boxes, we re about empowering our people and mentoring them to develop and think for themselves. It's a dynamic and busy role, often working under pressure and to tight deadlines. This is a key role and plays a major part within the team helping to improve the quality of service to our customers and helping our field-based teams succeed in their daily clinics.  Collectively we will help patients to See Better and Live Better.


Visioncall is an equal opportunity employer. We embrace diversity and are committed to building a versatile environment for all employees.

Responsibilities The Role

The main function of the Patient Eyewear Advisor is to liaise with our private customers and their next of kin to discuss and convert prospective orders into sales in an ethical manner in line with Company values. The Patient Eyewear Advisor plays a major part in supporting the clinical team to improve the quality of service provided to our customers and ensuring we run efficient and profitable clinics.


In addition to the above, the role also undertakes several aspects of administrative support to the office. It is a varied and busy role, working under pressure and to monthly targets. It is a challenging but rewarding role where you will be part of a team helping vulnerable patients to see better and live better.


You will also be responsible for the following tasks:

    Making outbound customer service / sales calls to patient s next of kin to discuss the patients eyecare needs, gaining authorisation to proceed with any private orders.Answer inbound calls from care homes/relatives, taking ownership of requests and ensuring they are put into action.Ensure any home or patient requests are dealt with appropriately and in a timely manner, ensuring any changes to patient details are updated on the company database.Management of customer complaints, ensuring they are resolved in an efficient and professional manner. All complaints should be recorded in line with SOP s.Maintain and develop great relationships with our patients and clients, supporting clients/patient retention.Represent the business in a positive manner and promote Visioncall as a preferred optical provider.Maintain confidentiality regarding the company business/employees/patients/ and their families.Work to Company and industry regulatory standards, policies and practices, delivering quality services and taking responsibility for your customer s needs.Accurately maintain the active and deceased filing system.Keep your knowledge updated in all aspects of our standard operating practices, meeting key performance outcomes which contribute to the overall team success.Offer support to others to help them learn and solve customer issues, both within the team and sharing knowledge more widely within our national network.Providing support for other administrative tasks within the office.Undertaking any other reasonable request and duties as may be required.
To be successful within the role of Patient Eyewear Advisor you will possess the following:

    Experience in Retail Optics and Dispensing is preferred and ability to interpret prescriptions to allow you to communicate with patients, their families and / or next of kin regarding their eye careAwareness of the commercial aims and objectives of the Company.Excellent communication skills, both written and spoken.Computer literate and able to use a variety of software packages to a high standard.Highly organised with an excellent attention to detail.Excellent Customer Service skills with the ability to problem solve.Able to communicate effectively with patients and their families with patience and empathy.A confident telephone manner and be able to display a high degree of accuracy.Confidently work in a high-volume environment, at pace and managing your day to day responsibilities.Be prepared to undertake any additional training that may be required for time to time.
What's in it for you:

    Competitive SalaryExcellent bonusFlexible working opportunities availableIn-house e-learningWorking within a considerate & value based working environmentGreat personal development and career progression opportunities
If this sounds like the role for you apply now!