The Visionary Optics team is made up of experts in their field and are always ready to help eye care practitioners and patients find the perfect fit for scleral lenses. Every month, we will feature a different Visionary Optics team member and the valuable work they are doing.
Yeni Santiago has been part of the Visionary Optics team since 2020. She supports our doctors and their staff in the customer service and billing department, and she plays a significant role in assisting VibrantVue® patients. Yeni was an optical technician for 13 years before joining our team, and she brings an in-depth understanding of optometric practices to her role at Visionary Optics.
Q&A with Customer Service and Billing Department Representative Yeni Santiago
How does your previous work experience translate into working with our partnering doctors and VibrantVue® patients?
I started off answering phones and scheduling patients at a practice, and from there, I began to learn how to conduct the preliminary tests needed before the patient saw the doctor. I enjoyed getting to know patients and hearing what brought them in. Listening was key. I would follow up with questions to get a better understanding of how the doctor and I could fulfill each patient’s needs.
I was curious to learn more about contacts and glasses, and I started to receive additional training that is now valuable in my role at Visionary Optics. I worked closely with patients, helping them select the right contact lenses based on their prescription and daily activities, and teaching them how to insert and remove their contacts. If the patient wore specialty contacts, I would inspect the parameters of the lenses and ensure there was no damage. I also met with sales reps, managed inventory, and stayed current on the latest eye care products.
What is your favorite part about your role at Visionary Optics?
I love being able to help our customers. I am lucky that I am able to help our customers in different areas, whether it’s taking an order, answering billing questions, assisting with returns, or offering information about our VibrantVue® products. If I can’t assist one of our customers, I make sure to connect them with the right person.
What is your typical day like at Visionary Optics?
On a typical day, I come in and take a look at our VibrantVue® orders and ensure any after-hour orders go out first thing. After that, I am often answering phones to take scleral lens orders or handle billing-related tasks. If any new VibrantVue® orders come through during the day, I process them as soon as possible and keep our inventory stocked. I also handle the Visionary Optics and VibrantVue® chat features that are on both websites. In between all of that, I assist customers with any returns they may have.
What are you most excited about when it comes to helping VibrantVue® customers find the best products for their contact lens needs?
I get very excited to talk to our customers! Every customer’s story is different, but I get most excited to hear their experience and how VibrantVue® product(s) have impacted their patient’s daily tasks or overall well-being. It is very touching to hear how much our customers and their patients love our VibrantVue® products and how their eyes and contacts feel when they make their overall eye health a priority.
“The best part of my job is working with our customers and helping them get answers to questions or solutions to problems. It’s so rewarding getting to hear how our products are making a positive impact on patients’ everyday lives. I feel lucky to play a role in each of their success stories.”
Learn how Visionary Optics can improve scleral lens fitting at your practice. Get in touch with our team.