Eye Care Store Lead: Patient Experience & OD

LensCrafters; Appleton (WI); On-site; USD 42,000 - 70,000; Full time

Benefits offered by this job

Health care

Retirement savings

Paid time off

Employee discounts

Job summary

LensCrafters is seeking a Store/OD collaboration role focused on delivering exceptional patient care and driving in-store performance. You will partner with the Managing Doctor to ensure high-quality optometric care and integrate the patient journey with retail operations to achieve key store KPIs.

The position emphasizes leadership, coaching, and the ability to manage many tasks in a fast-paced optical practice environment, with a focus on patient experience and retention.

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.
• Attention to detail.

Responsibilities

• Ensure associate behaviors are in place to consistently exceed OD NPS, patient retention, exam and contact lens growth.
• Deliver best in class TAB (The Appointment Book) performance.
• Attract new patients to the practice.
• Lead through the OD labor model, assign someone to Pre-test patients to deliver the best patient flow for a positive patient experience.
• Greet patients with a genuine positive attitude without delay when patient enters.
• Promptly answer the telephone in a friendly and courteous manner.
• Explain all required paperwork, tests, insurance benefits, products/services and timeframe.
• Ensure that NEE (Next Eye Exam) calls are made daily.
• Ensure scheduled patients are contacted and reminded of appointments within 24 hours of exam time, no shows are called within 20 minutes of scheduled appointment.
• Collect all patient data in TAB; prepare patient charts the night before.
• Perform assessment, Contact lens insertion, removal and patient care training.
• Responsible for training/certifying all newly hired doctor’s office associates.
• Observe and coach on quality of assessment.
• Responsible for ordering contact lens trials in advance of need and ensure all stock are valid.
• Coach and model how to present annual supplies of contacts to patients.
• Assist in recruiting/selecting high caliber doctor support staff.
• Ensure doctor office supplies are ordered timely.
• Ensure Physician referral log is accurately maintained.
• Provide associate scheduling feedback to the Managing Doctor and Store Manager.
• Display patience and courtesy to indecisive or difficult patients and staff.
• Perform work accurately and thoroughly despite time pressure and patient volume.
• Process, maintain and file patient records in an organized, efficient manner in accordance with HIPAA.
• Collect and capture all patient and prescription information, along with exam fees into Point of Sale system.
• Take pride in appearance of the office; ensure OD visuals align with brand guidelines.
• Aware of and champion store promotions and share with doctor support staff.
• Ensure office is clean and free of clutter at all times.
• Deliver clear, motivating and constructive feedback in a timely manner to ensure associates are exhibiting right behaviors.

Skills

Patient service

Leadership

Communication

Sales

Time management

Organization

Independent work

Attention to detail

Education

High School diploma or equivalent

Job description

LensCrafters is seeking a Store/OD collaboration role focused on delivering exceptional patient care and driving in-store performance. You will partner with the Managing Doctor to ensure high-quality optometric care and integrate the patient journey with retail operations to achieve key store KPIs.

The position emphasizes leadership, coaching, and the ability to manage many tasks in a fast-paced optical practice environment, with a focus on patient experience and retention.