Operations Administrator (Healthcare / Eye Care)

Job Description

Job Description

About Us

Advanced Vision Technologies (AVT) is a specialized contact lens laboratory with extensive hands-on expertise in custom and specialty lens design and manufacturing. We partner with Optometrists and Ophthalmologists across the U.S. and internationally to solve complex vision challenges, with patient satisfaction as our highest priority. Join us to contribute to an evolving health-care organization dedicated to enabling eye care practitioners to preserve and improve vision.

Learn more at

Benefits

Comprehensive medical, dental, and vision coverage for employees and dependents, paid time off, nine paid holidays, additional paid time off for your birthday, life insurance, short-term and long-term disability insurance, 401(k) retirement plan with company match, employee assistance program (EAP), Costco membership, employee discounts through LifeMart, company employee events, and more.

Job Overview

The Operations Administrator is responsible for providing exceptional support to our customers, including optometrists, retailers, and end-users. The Operations Administrator will be the first point of contact for inquiries, orders, and any issues related to our products, and plays a vital part in maintaining the company’s quality and customer service standards.

Essential Responsibilities and Duties (other duties may be assigned):

• Respond promptly to customer requests via phone, email and in person, demonstrating a sense of urgency to ensure exceptional service.
• Actively listen with patience, empathy, and focus, while resolving issues in a friendly and caring manner.
• Route incoming calls in a professional and friendly manner, such as to our internal contact lens design consultants.
• Perform high-volume data entry with a high degree of accuracy and review the work of others to ensure quality standards are met.
• Utilize QuickBooks to input new customer account information, access/interpret customer records, and create and modify sales orders and invoices.
• Process orders, track shipments, and ensure accurate and prompt delivery of products.
• Monitor inventory levels, place orders, and assemble contact lens solution-based packs and lens fitting sets.
• Learn and maintain comprehensive knowledge of product offerings, pricing, and warranty policies to guide and assist customers effectively.
• Support shipping department operations as needed, such as scanning, batching, invoicing, packaging, and shipping orders within the U.S. or international via FEDEX, USPS and Local Crystal Courier.
• Provide backup support for accounting and billing functions, including responding to account balance inquiries, processing payments through POS and online payment systems (Bill & Pay), issuing and applying credits, and preparing invoices and account statements.
• Stay informed on specialty contact lens products, clinical and manufacturing terminology, and industry developments.
• Proactively identify opportunities to improve processes, resolve operational challenges, and implement solutions that enhance efficiency, accuracy, and overall workflow effectiveness.
• Learn and maintain a thorough understanding of company quality systems, including following work instructions and documenting returns and complaints within the CRM system.
• Collaborate with other departments and promote teamwork within the team and company to deliver quality service, productivity, and business results.
• Always understand and apply the company fundamentals, contributing to a positive, respectful, and high-performing teamwork environment.
• Assist with special assignments or projects as needed.

Qualifications:

• High school diploma or equivalent
• Minimum of 2 years of relevant customer service experience
• Experience with QuickBooks or similar system is helpful
• Experience in healthcare, medical, ophthalmology, optometry, or optical industry is helpful
• Experience with Zoho or other CRM system is helpful
• Experience with FedEx Ship Manager and Dazzle is helpful
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Strong written and verbal communication skills.
• Excellent problem-solving and multitasking skills
• High attention to detail and strong organizational skills
• Strong phone etiquette and active listening skills
• Ability to adapt to various customer needs and maintain a positive attitude.
• Ability to work effectively both independently and as part of a team

Schedule: Monday – Friday 8:30am – 5:00pm MT

Location: Lakewood, CO Facility

Physical demands and work environment

Work is performed in an office environment and requires the use of office equipment and technology. You may also be required to lift and carry materials up to 10 pounds occasionally.