Customer Support Specialist

Serves as the primary communication link between provider offices, insurance companies, and internal laboratory operations, ensuring that all necessary information is communicated clearly and efficiently to support timely and accurate job completion. Responsible for managing job-related communication, providing accurate updates and status information, coordinating necessary changes within the lab management system, and supporting the laboratory by resolving questions or issues that may affect production and turnaround time.

Essential Functions

Communicate professionally and effectively with provider offices regarding job status, questions, changes, and concerns.

Provide accurate updates on the progress and status of laboratory jobs

Serve as the primary point of contact between provider offices and laboratory operations, following up when additional information or clarification is needed

Communicate laboratory feedback, questions, limitations, or concerns to provider offices and obtain the information needed to proceed with production

Enter and process approved job changes within the laboratory management software and update job statuses accurately to reflect the current stage of production

Assist with changes involving prescriptions, job specifications, patient information, shipping details, and other job-related information as authorized

Maintain accurate and timely documentation of communications, changes, and job updates

Assist the laboratory and provider offices with questions regarding job specifications, including but not limited to segment heights, pupillary distances (PDs), frame and lens information, missing or incomplete measurements, prescription or order clarification, and other information necessary to process and complete jobs accurately

Communicate with providers when laboratory personnel identify questions or concerns that may impact the quality, accuracy, or completion of a job

Communicate with insurance companies regarding job-related questions, authorizations, coverage, claims, or other issues

Assist in obtaining, reviewing, clarifying, and communicating information necessary for the laboratory to process eligible jobs requiring correction or additional details

Work closely with internal departments to resolve insurance-related issues that may delay production or completion

Support daily laboratory operations by helping resolve communication barriers between provider offices and production teams

Communicate known laboratory downtime, delays, equipment issues, or operational concerns to provider offices when appropriate

Help manage provider expectations regarding turnaround times and job delays

Escalate urgent issues or unresolved concerns to the appropriate laboratory manager

Work collaboratively with production, quality control, shipping, and management teams to ensure timely resolution of job-related issues

For roles that are remote (i.e., Work From Home (WFM)) or hybrid (i.e., partial onsite at a VSP location and WFM), must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignment