Domiciliary Optical Scheduler

Competitive rates
12 May 2021
31 May 2021
Job ID 2021-1355
Job Role
Contract Type
Full Time
Domiciliary Optical Scheduler

Cambuslang, Glasgow

Compeitive salary + bonus

Monday - Friday 8.30am-5.30pm - flexible working considered

Do you have optics experience and are looking for a challenging role outside practice? Or perhaps you have experience of working in a scheduling role? If so we would love to hear from you.

Since 1994, Visioncall has been a leading eye care provider to the UK care home sector, delivering home sight tests to those unable to visit a high street optician. Regardless of a person's age or needs, we believe that they have the right to the best eye care service to help them See Better and Live better. Our specialist holistic approach to eye care means our patients will bene t from being more engaged with the world around them.


Visioncall operates a hub and spoke model to provide eyecare in local areas throughout the UK. Working as part of close team, you will be responsible for speaking to our care home partners to schedule clinics and work with our local clinical teams to provide eye care services to patients who need it the most. Collectively we will help patients See Better and Live Better.

Responsibilities The main function of the Domiciliary Optical Scheduler is to act as the main point of contact for all inbound and outbound customer service calls and to schedule effective clinics. The role plays a key part in supporting the clinical team to improve the quality of service provided to our customers and ensure 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.

Due to Covid safety protocols, the role is office based but has the flexibility to work from home.


As a Domicilary Optical Scheduler you will be responsible for the following tasks:

Making outbound calls to arrange scheduling of clinics.
Liaising with internal colleagues and external clients to ensure accurate and detailed information to manage and plan effective clinics.
Build and maintain a strong and positive working relationship with the field teams.
Acting as the main point of contact for inbound and outbound customer service calls and emails.
Updating Customer records on our internal CRM system and logging all conversations.
Identify any new opportunities which could enable the business to grow.
Achieving monthly targets as part of your contribution to the company achieving their targets.
Working to and positively contributing to our Company culture and values.
Making outbound calls to Care Homes, arranging eye care appointments for patients. Clinics should be scheduled effectively and efficiently giving consideration both to patient care and commercial awareness.
Work closely with the Local Primary Care trust and Area Team notifying them of our intention to visit care homes or patients in their own homes.
Communicate regularly with field teams and prepare clinic documentation, including GOS forms, and any key care home information.
Ensure any care home or patient requests are dealt with appropriately and in a timely manner, making sure any changes to patient details are updated on the company database.
Manage inbound calls from care homes/relatives taking ownership of requests, ensuring they are put into action.
Maintain and develop great relationships with our patients and clients, supporting clients/patient retention.
Maintain confidentially regarding the company business/employees/patients/ and their families.
Represent the business in a positive manner and promote Visioncall as a preferred supplier.
Management of customer complaints, ensuring they are resolved in an efficient and professional manner. All complaints should be recorded in line with our SOP s.
Accurately maintain the active and deceased filing system.
Accurately maintain the company database.
Work to Company and industry regulatory standards, policies and practices, delivering quality services and taking responsibility for your customer s needs.
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.
Follow all COVID-19 and health safety & environmental policies, guidelines and procedures.
Be familiar with office security measures, ensuring the premises are always locked and secured.
Immediately report any accidents in the workplace to management.

To be successful you will possess the following skills and attributes:

Proven experience within an Optical or domiciliary scheduling background and possess the ability to interpret prescriptions to allow you to communicate with patients, their families and / or next of kin regarding their eye care.
Awareness 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.



An understanding of logistics & transport, scheduling field-based teams and co-ordinating clinic appointments
Data input and administration experience

What's in it for you:

Competitive Salary
Excellent bonus
Flexible working opportunities available
In-house e-learning
Working within a considerate & value based working environment
Great personal development and career progression opportunities

If this sounds like the role for you apply now!