2. 1
Overview
Congratulations! If you’re reading this you’ve accepted the position as receptionist for
Norr Optical.Located in Portage Michigan, the office has been offering eyeglasses and sun wear
to customers since 1966. The job of the opticians includes working with patients to find the
appropriate frame and lens to fit their prescription, and personal needs. Opticians are responsible
for working with the patient, interpreting prescriptions, and recommending the appropriate frame
and lenses to the patient.
So how can the receptionist help with all of this? By:
Answering phones
Keeping track of patients that walk in for assistance
Placing, processing, and organizing shipping orders
Balancing the day sheet, weekly, and monthly sheet
Composing the bank deposit each morning
Organizing the cash drawer and making sure there is correct change
Organizing and keeping track of patient files
Entering information and orders into the computer system (OD Link)
Keeping eyeglass displays neat and stocked
What’s the key to keeping track of so much information? Write it all down. It may seem
like a lot of information to process at the moment, but you will start to get the hang of things, and
eventually it’ll become second nature. Until then, this will be your go-to guide to learn every
component of your job.
Phone Procedures
When answering the phone, answer with a smile and greet them with a friendly “Good
Morning (or Good Afternoon) Norr Optical, This is (your name here).”
After 10:00 am, call patients to notify when glasses or lenses are in. Files that are ready
to be calledare located in the “To Be Called” plastic bin on the right side of the desk.
When calling to notify patients, open with, “Good morning/afternoon, this is (your name
here) calling from Norr Optical. I was just calling to let your know your glasses/lenses
are ready to be picked up. You can come in and pick them up anytime, Monday through
Friday from 8-5. Thanks.”
After notifying patients, write down the date and whether they were actually notified
(not.) or a message was left (lm) in the patient’s file.
Once a month re-notify patients that have not yet picked up their orders.
3. 2
General Information
File patient histories when you have time, located in the “To Be Filed” plastic bin on the
right side of the desk.
Patients are always filed alphabetically by last name.
Always answer the phone and greet patients when they walk in. Ask if there is anything
you can help them with or pull their paper file if needed.
Again, write down everything. Your job as receptionist is to know where every order is at
all times, as well as help the office run more efficiently.
Never be afraid to ask questions. Everyone in the office is friendly and more than willing
to help.
When first arriving in the morning:
Turn on the desktop computer
Clock in with individual time card
Log in to OD Link
Gather supplies to balance day sheet
Supplies
1. Calculator
2. Bank deposit slip book
3. Bank deposit bag
4. Credit card machine closing print out from previous day
5. Cash and Checks according to payments print out
6. Monthly sheet
Where to Find Supplies
Items 1, 2, and 3 can all be found in the drawer to the right of the desk chair. The
machine’s printout will still be attached to the credit card machine, to the left of the computer
screen on the desk. Cash and checks, as well as stamps, can be found in the cash drawer to the
left of the desk chair. The monthly sheet will be on the left side of the filing cabinet, in the black
accounting sheet binder.
Note: If the cash drawer is not already unlocked or any supplies are missing, simply ask a
coworker for help.
4. 3
To Login to OD Link: Ask supervisor for the username and password she would like
you to use. Once logged in, the main screen will appear.
Main Screen
To print off the day sheet and payments for the previous day
Click the transactions button on the main screen
In the purple box on the left side, the first link is Day Sheet. Click.
A new smaller box will pull up asking for the date range
Type in the date of the last business day
Click print in both windows that pop up
Transactions Screen
5. 4
Print Screen
Example of Day Sheet
Note: While the day sheet and payments sheet are printing, compose the receipts from
the credit card machine from the previous day, located in the farthest left hand corner of the cash
drawer. Staple the receipts together and write the previous day’s date on the top receipt, as well
as the closing balance from the credit card machine printout. Place the stapled receipts with the
others in the paper clip, back in the drawer.
6. 5
Example of Payments Sheet
After these are both printed, you can now begin to fill out the monthly sheet, as well as
compose the bank deposit.
Sorting Payments:
Cash
Look at the day sheet to see the total amount of cash taken in. Remove that exact
amount from the cash drawer, and write that on the bank deposit slip, as well as
the monthly sheet.
Note: If the correct change amount isn’t in the drawer, simply wait until 9:00 am
to walk across the office driveway to obtain change from Fifth Third Bank. Also
to be done if there is not enough $1’s, $5’s, $10’s or coins in the drawer. The
drawer should have a minimum balance of $75 at all times.
7. 6
Checks
Obtain the checks from the left hand side of the cash drawer. Be sure to check that
each check is in the computer for the correct amount.
List each check individually, by last name, in the appropriate section on the
deposit slip.
Check to make sure that each is appropriately stamped on the back.
Composing the Bank Deposit
Put both cash and checks in the bank deposit bag.
Add up all cash and checks and write the total on the deposit slip, making sure the total
matches the amount on the printed day sheet. Also, write the total in the bank deposit
column on the monthly sheet.
The white top deposit slip is torn from the book and goes in the deposit bag. The yellow
copy slip is also torn out, attached to the credit card settlement paged and taped to the
desk overhang. The pink slip stays in the deposit book and is secured back with the others
with a paper clip.
Credit Cards
Go through the printed day sheet and make sure the total matches the settlement report
from the credit card machine.
If everything matches, write the total in the MC Deposit column on the monthly sheet.
Charges
To find the total amount of charges, look at the printed day sheet. Subtract the third
column (adjustments) from the first column (Total).
Example: From the day sheet example we can calculate that the overall total is $575.00
and the adjustments column is $223.05. Meaning $575.00- $223.05= $351.95.
In pencil, write the equation you used to find the charges total underneath the gray bar on
the printed day sheet.
Also, write this total under the charges column on the monthly sheet.
Taxable
To find the total tax for the day, look at the printed day sheet and circle any transactions
that included tax.
Calculate each amount to make sure that for every$1.00, we are taking out $.06. Write
the total in the taxable column on the monthly sheet. In our example, there is no tax listed
so the tax would be 0.
8. 7
Monthly Sheet Example
Filling out the Monthly Sheet
If not already done, fill out each column with the appropriate information. Each number
on the side of the monthly sheet corresponds with each day of the month.
Highlighted dates are for nonbusiness days and totals for each week are written in them.
Add the cash and checks; this total should equal the bank deposit.
Add the bank deposit and the mc deposit and this will equal your total deposit.
Fill Charges and Taxable amounts in the appropriate columns.
Finding the Weekly and Monthly Totals on the Monthly Sheet
Every Monday, add up the column totals from each business day of the previous week
and fill in the weekly amount in the highlighted row underneath.
Every first of the month add up the highlighted totals from each week. Remember to
double and triple check calculations;
Monthly Cash total + Monthly Checks total = Bank deposit for the month.
Monthly Bank Deposit total+ MC Deposit total = Monthly Total Deposit.
9. 8
Note: Ask a coworker for help if you have any questions or are having trouble with any
calculations.
Once the Monthly Sheet is filled out and Bank Deposit is composed
Put all supplies back in their respective storage places.
Count the cash drawer to validate that the balance is $75.
Add or remove cash if necessary. Any amount $1.00 over or under $75 should be noted
and verified with the day sheet to make sure that no transactions were missed.
There should be 1 $20 bill, 2 $10 bills, at least 1 $5 bill, at least 10 $1 bills, and coins
should be equally distributed. If not, walk over to Fifth Third and obtain change when the
office is open.
Change the payment stamp and the monthly stamp to reflect the current date.
Jackie or Bob will drop off the deposit to the bank later in the day.
Patient Files
All patient files have two copies; a virtual file on OD Link, as well as a paper file. Paper
files are typed up on patient file card using a typewriter, with a format similar to this:
Name: Nettles, Jennifer
DOB: 01/01/2013
Address: 1234 Put Address Here Kalamazoo 49009
Phone: 269-329-5875
Ask supervisor for any help typing up patient files using the typewriter.
Always verify that the phone number is current.
Files are composed of the outside file card with the patient’s name, the inside order form,
as well as an optical prescription from KOPC or another Optometrist’s office.
10. 9
Processing Patient Orders
Example of an Order Sheet
When a frame needs to be ordered
1. Write order in order book
2. Order frame
3. Write “frame ordered” and the date in the history
When a frame is “enclosed”
1. Write “frame sent” in the history along with the date it will be sent
2. Make sure the frame has a blue tag on it
3. Put frame in box to be sent
When a frame is received
1. Look in order book to confirm the frame sent is the frame that was ordered
2. Write the date in the “received” column of the order book
3. Look in history to determine if frame stays here or gets sent to lab
11. 10
*If the frame needs to be sent to the lab:
1) Write “frame sent” and the date in the history
2) Put a blue Harbor tag on the frame and place in box to be sent
Example of Tag
**If the frame is to see
1) Patient can be called and told the frame is in
**If the frame stays here
1) Look to see if lenses are in or not-frame can either be put in the history or
placed in the tray with the rest of the order
Note: A phone number list is located to the right of the computer, taped to the overhang.
It will resemble something like this.
Note: An in-person tutorial will be given later on how to enter data from the order sheet
into the patient’s personal computer file on OD Link.However, screen shot examples for
reference will be given here.
