Doctor's Technician (PEG)

Physicians Eyecare Group; Fuquay-Varina (NC); On-site; USD 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company that values innovation and creativity! As a Doctor Technician, you'll be the first touchpoint for patients, ensuring a seamless transition between clinical and retail services. This role is perfect for individuals who thrive in a dynamic environment and are passionate about enhancing patient experiences. With a focus on outstanding customer service, you'll work closely with a dedicated team to meet clinical standards and operational goals. Enjoy a flexible work environment, professional development opportunities, and a range of benefits, including medical coverage and paid time off. If you're ready to make a meaningful impact in the optometry field, this is the opportunity for you!

Benefits

Medical Coverage

Dental Coverage

Prescription Drug Coverage

Company Paid Life Insurance

Short-term Disability Coverage

Free Eyeglasses

Paid Time Off

Professional Development Opportunities

Employee Assistance Program

Pet Insurance

Qualifications

• 1+ year of experience in customer service is required.
• High school diploma or equivalent is mandatory.

Responsibilities

• Provide outstanding customer service and assist with patient care.
• Collaborate with team members to achieve store goals and metrics.
• Maintain patient records confidentially and securely.

Skills

Customer Service

Multitasking

Effective Communication

Flexibility

Education

High School Diploma or Equivalent

Tools

Microsoft Suite 365

Job description

Career Opportunities with Physicians Eyecare Group

Current job opportunities are posted here as they become available.

Are you passionate about helping others? Do you see yourself positively impacting the patient experience by being the meaningful first touchpoint at the store? At Physicians Eyecare Group, our Doctor Technicians carefully orchestrate an efficient flow and transition from our Clinical services team to the retail team. In this position, you will provide outstanding customer service to all patients while fostering a strong partnership to ensure an exceptional customer experience.

About us:

At Physicians Eyecare Group we bring over a decade of expertise in the optometry industry. Our independent practices are located within or adjacent to Stanton Optical retail stores.

Our industry-leading support center has helped us to provide quality eye care to our patients, in a fast, friendly, and affordable way, allowing for a focus on delivering the best experience for our patients in every moment and at every touchpoint.

Why join our winning team?

• We offer a flexible, dynamic work environment where we foster innovation and creativity. We encourage you to be proactive in sharing the great ideas you have to improve the business.
• Eligible employees enjoy great benefits such as medical, dental, and prescription drug coverage, company paid life and short-term disability coverage and free eyeglasses. We also offer identity theft protection, pet insurance, and much more.
• Paid time off that increases with seniority
• Professional development and promotion opportunities
• Employee Assistance Program (EAP)
• We offer competitive variable compensation opportunities and commission on sales.
• Work with an amazing team!

Duties & Responsibilities:

Physician Eyecare Group Clinical Duties

• The Physician Eyecare Group (PEG) provides all clinical services in each store, and PEG doctors provide supervision, direction and guidance to the Doctor’s Technicians regarding but not limited to Diagnostic Pre-Testing, and Digital Refraction, Contact Lens care and executing all PEG clinical standards.
• Meet all training guidelines, procedures, protocols, and certification requirements and clinical standards developed by the Physician Eyecare Group.
• The role will also require this person to communicate effectively with the supervising PEG physician for all direction and guidance with regards to patient care within their store.
• Each Doctor Technician should seek opportunities to enhance the patient's clinical experience.
• Each Doctor Technician must satisfy all the Physician Eyecare group criteria to ensure proper clinical care.
• Each Doctor Technician may be directed to support clinical care by the local PEG doctor who is supervising must meet the requirements set forth by PEG, including the computer-based learning to ensure proper patient clinical care.
• Required to learn how to utilize local mode as a tool to enhance overall patient experience and perform when necessary, with supervision from the PEG doctors.
• Doctor Technicians must provide proper insertion and removal of contact lenses for new and existing contact lens wearers.
• Doctor Technicians communicate/order any clinical or contact lens supplies to keep the clinical operation running smoothly as may be required by the PEG physician from time to time.
• Ensure accuracy of patient history and personal information in the system.
• Achieve daily/weekly/monthly/quarterly PEG desired goals.
• The metrics that will drive the clinical performance include but will not be limited to:
  • Prompt and proper completion of outside referrals
  • Store conversion/performance (supplements, drops, retinal photos, therapy, etc)

Operational Duties

• Be part of delivering an outstanding patient experience, collaborating with other team members to accomplish store goals, clinical metrics and initiatives.
• Greet our patients and customers as they enter the store, identify patients' needs to ensure an easy and memorable experience while providing promotions on products and services available. Answer customers' inquiries and gather necessary information to facilitate sales.
• Foster a strong partnership between the retail team and professional services.
• Schedule and confirm appointments.
• Assist Management Team with patient complaint resolution and inform the status of pending orders; ensure all patient expectations are met.
• Ensure brand standards by performing basic housekeeping duties when necessary.
• Achieve daily/weekly/monthly/quarterly desired goals.
  • The metrics that will drive the clinical operational performance include but will not be limited to:
    • Pretest Wait Time
    • Pretest Time
    • Proper chart completion through tech actions for the doctor
    • Patient’s sentiment towards telehealth experience
    • Exam Only Rate (Count and Percentage)
    • Recheck Rate
    • Walk in vs. Scheduled Appointments Rate
• Maintain patient records confidential and secure in accordance with HIPAA requirements.
• Execute simple customer repairs, assemble lenses into frames and edge stock lenses to expedite delivery of eyeglasses, and ensure customer orders are delivered accurately and on time.
• Ensure brand standards are met in the lab area, and notify management of equipment malfunctions, incomplete orders, incorrect lenses, etc.
• Keep track of delivery time commitments to patients (Now Service, Ready When Promised) to ensure 100% compliance.
• Other duties as assigned and required.

Key Qualifications

• You have 1+ year of experience delivering outstanding customer service to patients and/or customers.
• You have the ability to multitask, prioritize and be flexible with changing business needs in a team environment.
• You have the skills necessary to communicate effectively with a diverse group of people.
• High school diploma or equivalent required.
• Do you have schedule flexibility? Work hours will be determined based on business needs.
• Are you knowledgeable about Microsoft Suite 365?
• Optical experience is a plus.