LensCrafters - Optometric Tech Supervisor

Luxottica; Missouri; On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry leader in optical retail is seeking an Optometric Tech Supervisor to enhance the patient experience. This role involves collaborating with the Managing Doctor to ensure top-notch optometric care and managing a team to achieve key performance indicators. You'll be responsible for training new staff, ensuring patient satisfaction, and maintaining organized patient records. If you're passionate about customer service and have a knack for leadership, this is a fantastic opportunity to grow your career in a dynamic environment where your contributions make a real difference in people's lives.

Qualifications

• High School graduate with 3+ years of experience in patient service.
• Strong leadership and coaching skills required.

Responsibilities

• Ensure exceptional patient service and manage patient flow effectively.
• Train and certify new associates while maintaining patient records.

Skills

Patient service

Interpersonal skills

Leadership

Coaching skills

Problem solving

Sales skills

Strong communication

Time management

Organizational skills

Ability to work independently

Education

High School diploma or equivalent

Tools

Point of Sale system

Job description

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LensCrafters - Optometric Tech Supervisor

At LensCrafters, we're passionate about bringing people better sight. And it takes thousands of people from all backgrounds to do this.

By joining our team, you'll learn about the optical industry while developing the customer service and sales techniques needed to grow in your career.

LensCrafters is the largest optical retailer in North America with 1,000+ stores and as part of an eyewear industry leader, Luxottica, our higher standard of quality has made LensCrafters a leader in vision care for over 35 years.

GENERAL FUNCTION

Create exceptional value in the lives of our patients by delivering the LensCrafters Experience. Partner with the Managing Doctor (OD) to ensure all patients receive the highest quality Optometric care. Deliver the store’s key performance indicators by integrating the Patient/Customer Journey and ensuring flawless execution of the patient experience/behaviors and seamlessly link the doctor and retail functions together.

MAJOR DUTIES AND RESPONSIBILITIES

1. Ensure associate behaviors are in place to consistently exceed OD NPS (Net Promoter Score), patient retention, exam and contact lens growth
2. Consistently communicate importance of an annual eye exam; deliver best in class TAB (The Appointment Book) performance
3. Attract new patients to the practice
4. Lead through the OD labor model, assign someone to Pre-test patients to deliver the best patient flow for a positive patient experience
5. Greet patients with a genuine positive attitude without delay when patient enters
6. Promptly answer the telephone in a friendly and courteous manner
7. Explain all required paperwork, tests, insurance benefits, products/services and timeframe
8. Ensure that NEE (Next Eye Exam) calls are made daily
9. 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
10. Collect all patient data in TAB; prepare patient charts the night before
11. Perform assessment, Contact lens insertion, removal and patient care training
12. Responsible for training/certifying all newly hired doctor’s office associates
13. Observe and coach on quality of assessment
14. Responsible for ordering contact lens trials in advance of need and ensure all stock are valid (not expired)
15. Coach and model how to present annual supplies of contacts to patients
16. Assist in recruiting/selecting high caliber doctor support staff
17. Ensure doctor office supplies are ordered timely
18. Ensure Physician referral log is accurately maintained
19. Provide associate scheduling feedback to the Managing Doctor and Store Manager
20. Display patience and courtesy to indecisive or difficult patients and staff
21. Perform work accurately and thoroughly despite time pressure and patient volume
22. Process, maintain and file patient records in an organized, efficient manner in accordance with HIPAA
23. Collect and capture all patient and prescription information, along with exam fees into Point of Sale system
24. Take pride in the appearance of the office; ensure OD visuals align with brand guidelines
25. Aware of and champion store promotions and share with doctor support staff
26. Ensure office is clean and free of clutter at all times
27. Deliver clear, motivating and constructive feedback in a timely manner to ensure associates are exhibiting right behaviors

BASIC QUALIFICATIONS

1. High School graduate or equivalent
2. Minimum of 3 years’ experience
3. Patient service; strong interpersonal skills
4. Leadership; coaching skills
5. Problem solving ability
6. Sales skills
7. Strong communicator and listener
8. Ability to manage time effectively and problem solve
9. Strong organizational skills and prioritization
10. Ability to work independently

PREFERRED QUALIFICATIONS

1. Previous experience in customer service, retail and/or optical
2. Two years of optical or supervisory experience
3. Demonstrate good ophthalmic lens product knowledge