Eye Care Operations Lead - Optometry & Patient Experience

LensCrafters; Boca Raton (FL); On-site; USD 52,000 - 78,000; Full time

Job summary

LensCrafters Boca Raton is seeking a dedicated office leader to partner with the Managing Doctor (OD) in delivering exceptional optometric care and aligning retail functions with patient experience. You will drive patient flow, staff performance, and KPI attainment while upholding HIPAA and brand standards.

The role emphasizes coaching, customer service excellence, and strong organizational skills to ensure a smooth operation and an engaging patient journey in a busy eyewear practice.

Qualifications

• High School graduate or equivalent.
• Minimum of 3 years’ experience.
• Patient service; strong interpersonal skills.
• Leadership; coaching skills.
• Problem solving ability.
• Sales skills.
• Strong communicator and listener.
• Ability to manage time effectively and problem solve.
• Strong organizational skills and prioritization.
• Ability to work independently.

Responsibilities

• Ensure associate behaviors are in place to consistently exceed OD NPS, patient retention, exam and contact lens growth.
• Communicate importance of an annual eye exam; deliver TAB performance.
• Attract new patients to the practice.
• Lead through the OD labor model; assign Pre-test for best patient flow.
• Greet patients with a genuine positive attitude upon entry.
• Promptly answer the telephone in a friendly and courteous manner.
• Explain all required paperwork, tests, insurance benefits, products/services and timeframe.
• Ensure NEE calls are made daily.
• Contact and remind scheduled patients within 24 hours; call no-shows within 20 minutes.
• Collect all patient data in TAB; prepare charts the night before.
• Perform assessment, contact lens insertion, removal and patient care training.
• Train/certify new doctor’s office associates.
• Observe and coach on quality of assessment.
• Order contact lens trials in advance and verify stock.
• Coach on presenting annual supplies to patients.
• Assist in recruiting high-caliber doctor support staff.
• Order physician office supplies timely.
• Maintain physician referral log.
• Provide scheduling feedback to the Managing Doctor and Store Manager.
• Display patience with indecisive patients and staff.
• Work accurately under pressure and volume.
• Process and file patient records per HIPAA.
• Capture all patient and prescription data and exam fees in POS.
• Maintain OD visuals per brand guidelines.
• Support store promotions with staff.

Skills

Patient service

Leadership

Coaching

Sales skills

Communication

Time management

Organizational skills

Problem solving

Detail oriented

Independent worker

Education

High School diploma

Tools

POS systems

Job description

LensCrafters Boca Raton is seeking a dedicated office leader to partner with the Managing Doctor (OD) in delivering exceptional optometric care and aligning retail functions with patient experience. You will drive patient flow, staff performance, and KPI attainment while upholding HIPAA and brand standards.

The role emphasizes coaching, customer service excellence, and strong organizational skills to ensure a smooth operation and an engaging patient journey in a busy eyewear practice.