Clinical Services Leader | Train & Elevate Patient Experience

Now Optics; Palm Springs (CA); On-site; USD 65,000 - 95,000; Full time

Job summary

Stanton Optical, part of Now Optics, is seeking a Clinical Services Manager to lead store teams and oversee clinical operations to meet patient care and sales goals. You will train staff, ensure HIPAA compliance, and work closely with the Brand Manager to deliver outstanding service.

You will supervise Doctor Technicians, manage pre-testing and referrals, and maintain accurate patient records while upholding brand standards and a patient-first experience in a fast-paced retail setting.

Qualifications

• At least 1 year of retail management experience or experience in a clinical leadership role.
• An associate’s degree or advanced certification beyond a high school diploma; or currently enrolled in a comparable program.
• Strong communication skills and ability to work in a fast-paced, team environment.
• Passion for exceptional customer/patient care and a willingness to mentor and train others.
• Flexibility to adapt to changing business and schedule requirements.
• Knowledge of MS Word, Google Docs, and other basic office tools.
• Optical or clinical experience preferred, but not required.

Responsibilities

• As a Clinical Services Manager, you will work closely with the Brand Manager to provide supervision and support to the store team to meet clinical goals with guidance from the Clinical Operations Department.
• You will also often act as the Manager on Duty to accomplish the overall stores’ goals and support the stores’ operational and sales goals.
• Greet our patients as they enter the store, identify patients' needs to ensure an easy and memorable experience while providing information on products and services available.
• Drive sales to exceed personal and store daily, weekly and monthly revenue goals while delivering outstanding customer service experience.
• Resolve customer issues and increase customer satisfaction through proper troubleshooting and training of the team on troubleshooting techniques.
• Provide supervision, direction and guidance to the Doctor’s Technicians regarding Diagnostic Pre-Testing, Local Mode and Digital Refraction, Contact Lens care and executing all PEG clinical standards.
• The role is responsible for ensuring all training guidelines, procedures, protocols, and certification requirements, and clinical standards developed by the Physicians Eyecare Group are being executed at the highest level.
• Maintain accurate, detailed patient records while ensuring confidentiality and compliance with HIPAA standards.
• Ensure store brand standards by performing basic housekeeping duties when necessary.
• Coach and train Doctor Technicians and their cross-trained counterparts on the proper insertion and removal of contact lenses for new and existing contact lens wearers.
• Oversee proper protocols for patient contact lens orders and diagnostic contact lens trials, while ensuring the maintenance of diagnostic lens inventory on a weekly basis or as needed.

Skills

Retail management

Clinical leadership

Mentoring

Communication

Team collaboration

Office tools

Education

Associate degree or higher certification

Tools

MS Word

Google Docs

Job description

Stanton Optical, part of Now Optics, is seeking a Clinical Services Manager to lead store teams and oversee clinical operations to meet patient care and sales goals. You will train staff, ensure HIPAA compliance, and work closely with the Brand Manager to deliver outstanding service.

You will supervise Doctor Technicians, manage pre-testing and referrals, and maintain accurate patient records while upholding brand standards and a patient-first experience in a fast-paced retail setting.