Patient Optical Advisor

30 Jun 2022
19 Jul 2022
Full Time

Job Title: Patient Optical Advisor

Reporting to: Call Centre Manager

Salary: Depending on qualifications and experience

Hours: Monday to Friday 8am 5:30pm (1 in 4 Saturdays)

Experience: Previous experience in dealing with customers either in a call centre environment, working in practice, or as an Optical Assistant, or dispensing optician. Experience in dealing effectively with challenging and concerned customers regarding visual loss or health-related illnesses.

Desirable: Previous experience working in an optical practice

Qualifications: GCSEs grade C or above in Maths and English

Job Summary

OutsideClinic was established 33 years ago and has become the leading provider of domiciliary (at home) eye and hearing tests. The business employs Optometrists and Audiologists across the UK, with a support team based in Swindon. In November 2020, OutsideClinic was acquired by Optimism Health Group, a private healthcare investment business, with a focus on providing clinical and support services to the 70+ age group.

Optimism have set out a clear objective to establish OutsideClinic as one of the largest customer bases of older adults requiring health services delivered at home.

The role of a Patient Optical Advisor is vital in ensuring excellent customer service to our patients concerning their optical health care and visual correction. Based at our head office in Swindon your contribution to the patient journey is providing essential aftercare support on the telephone and answering any queries that our patients, caregivers or advocates may have regarding their vision, spectacles, or professional recommendations.

Principle Accountabilities

  • Offering advice and guidance when directed to our patients regarding any aftercare queries
  • Managing patient/customer enquiries over a broad range of services, including responsibility for ensuring that further actions are taken or requested as appropriate
  • Liaising with managers, field staff and internal and external colleagues to gather information and resolve issues
  • To always maintain effective means of communication
  • To ensure that patients/customers contacting the Outside Clinic by any means either verbal or written receive an excellent level of customer service
  • To develop and maintain a broad knowledge of service areas to ensure customers receive accurate information and a 'one stop' service for query resolution
  • To ensure a 'seamless' service provided across service areas through effective teamwork, attention to detail and work management
  • To take ownership of patient/customer queries and ensure a satisfactory resolution is achieved for both the patient and the company
  • To be able to manage daily tasks and prioritise patient requirements
  • Maintaining high standards at all times of personal appearance, timekeeping, attendance, and respect of company policy
  • Operating in line with company policies, procedures, NHS guidelines and current legislation at all times
  • Offering recommendations/advice to internal and external colleagues when sought
  • Recording all actions and decisions on record fully and accurately
  • Any other reasonable requests that may be made from time to time
  • To work towards company/department KPIs
  • Take ownership of work and own development
  • Complies with all aspects of the Health and Safety at Work Etc Act 1974 and with the Company's current Health and Safety Policies.


  • Self-motivated and focused on achieving excellence in patient/customer care.
  • Confident about working in a role where you enjoy seeking resolutions and successful outcomes.
  • Flexible willing to do what is necessary and go the 'extra mile' for patients
  • Excellent communication skills both written and verbal
  • Desire to succeed and excel
  • Computer literate and willing to learn in-house systems
  • Excellent attention to detail, adaptability, teamwork and professional judgement

What we offer

  • Private medical insurance
  • Life assurance
  • A friendly environment with regular team days
  • Relaxed dress code
  • Comprehensive training
  • Career progression opportunities
  • Additional holidays with length of service
  • Contributory pension scheme matched up to 5%
  • Free sight and hearing test and discounted eyewear and hearing products
  • Three 'treat' holiday days granted for 100% attendance