Optometric Tech Supervisor

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

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.

Lenscrafters Boca Raton

Job Description

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

• Ensure associate behaviors are in place to consistently exceed OD NPS (Net Promoter Score), patient retention, exam and contact lens growth
• Consistently communicate importance of an annual eye exam; 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 geniune 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 (not expired)
• 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

Basic 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

Preferred Qualifications

• Previous experience in customer service, retail and/or optical
• Two years of optical or supervisory experience
• Demonstrate good ophthalmic lens product knowledge
• Yessica Zuniga