Frontliner: Spec-Savers Soshanguve Mall

Location: Pretoria, Gauteng
Job Type Classification: Permanent
Closing Date: Not Specified
Salary: market related

Job Purpose

The Frontliner is the face of our Spec-Savers practice and plays a pivotal role in delivering an outstanding patient experience. As the first point of contact for patients, the incumbent will be responsible for creating a warm and welcoming environment, managing patient inquiries, handling appointment scheduling, assisting with eyewear product selections, and supporting administrative and billing functions. This role requires excellent communication, attention to detail, and the ability to thrive in a fast-paced retail and healthcare setting.

Key Responsibilities

1. Patient Reception & Customer Service

• Welcome and greet all patients professionally, ensuring they feel comfortable and valued.
• Act as the first line of communication for patient queries, explaining services, products, and optometry procedures.
• Ensure smooth patient check-ins and manage waiting areas to maintain a positive customer experience.
• Deliver excellent service that builds trust and promotes loyalty, ensuring patients return for future visits.

2. Appointment Scheduling & Management

• Accurately manage patient appointments using scheduling software.
• Coordinate daily schedules to ensure minimal delays and effective time management for optometrists.
• Confirm appointments, send reminders, and manage rescheduling or cancellations in line with patient needs.
• Track appointment flow and ensure the practice operates efficiently.

3. Administrative & Office Support

• Maintain and update accurate patient records, ensuring confidentiality in compliance with POPIA and healthcare standards.
• Assist in verifying medical aid details and support claim processing.
• Perform clerical tasks such as filing, data capturing, and documentation management.
• Support back-office functions to ensure smooth day-to-day operations of the practice.

4. Optical Product & Sales Assistance

• Assist patients in selecting eyewear by providing knowledgeable advice on frame styles, lens types, and product suitability.
• Ensure patients are educated about optical solutions and product benefits.
• Monitor and maintain optical product displays, ensuring they are attractive, tidy, and up to date.
• Promote and upsell optical products and accessories to meet sales targets.

5. Billing & Payment Processing

• Handle payments for consultations, products, and services, including cash, credit card, and medical aid transactions.
• Assist patients with billing-related queries and ensure invoices are accurate.
• Maintain proper records of financial transactions in line with company policy.

6. Coordination & Team Support

• Collaborate with optometrists, dispensers, and colleagues to provide seamless patient care.
• Communicate effectively with staff to support special promotions, follow-ups, and patient communications.
• Support practice initiatives to drive customer satisfaction, efficiency, and profitability.

7. General Practice Support

• Maintain cleanliness and orderliness in the front office and waiting areas.
• Ensure that all office supplies and materials are adequately stocked.
• Take on additional duties assigned by management to support practice operations.

Minimum Requirements

Education & Experience:

• Grade 12 / Matric certificate essential.
• Previous experience in customer service, administration, or receptionist role.
• Advantageous: Experience in optometry, healthcare, or retail environment.
• Fluent in English (additional South African languages an advantage).
• Flexible to work weekends, public holidays, and varying shifts.

Technical Knowledge & Skills:

• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Knowledge of appointment scheduling software (advantageous).
• Familiarity with medical aid claims and optical products (advantageous).

Competencies & Attributes

• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to engage diverse patients.
• Customer-centric approach with a friendly, professional demeanor.
• Organised and detail-oriented with strong multitasking ability.
• Sales-driven mindset with ability to upsell and cross-sell products.
• Ability to thrive under pressure in a busy environment.
• Honest, hardworking, and a reliable team player.

Why Join Spec-Savers Soshanguve Mall?

• Be part of a trusted, professional, and community-focused optometry brand.
• Opportunity to develop retail and healthcare industry skills in a supportive environment.
• Exposure to both administrative and sales aspects of optometry, giving you versatile experience.
• Work in a patient-focused, dynamic environment where teamwork and customer care are top priorities.
• Grow your career in a respected brand that values service excellence and continuous development.

Conclusion

The Frontliner role at Spec-Savers Soshanguve Mall is more than just an administrative or customer-facing position—it is the heart of the patient experience. By joining our team, you will play a vital role in ensuring that every patient receives professional care, efficient service, and a welcoming atmosphere. If you are motivated, passionate about customer service, and eager to grow in the retail healthcare sector, we encourage you to apply and become a valued member of our team.

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