Optometry Operations & Patient Experience Lead

EssilorLuxottica; Boca Raton (FL); Sur place; USD 60 000 - 85 000; Plein temps

Résumé du poste

Luxottica is seeking an experienced Office Manager for our Boca Raton ophthalmic practice to partner with the Managing Doctor (OD) and deliver the LensCrafters Experience. You will lead patient flow, coach staff, and drive OD/retail integration while maintaining HIPAA-compliant records and achieving strong patient satisfaction.

The role focuses on NPS improvement, appointment adherence, and sales growth, with responsibilities across team leadership, training, and daily operations in a fast-paced

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.

Responsabilités

• Ensure associate behaviors are in place to exceed OD NPS and patient care goals.
• Communicate the importance of an annual eye exam and TAB performance.
• Attract new patients to the practice and optimize patient flow.
• Lead through the OD labor model and assign Pre-test duties.
• Greet patients with a positive attitude and handle calls promptly.
• Explain paperwork, tests, insurance benefits, products/services and timelines.
• Maintain patient data in TAB and prepare patient charts.
• Train and certify new doctor’s office associates.
• Manage contact lens trials and stock levels; ensure HIPAA compliance.
• Support recruiting, scheduling feedback and office promotions.

Connaissances

Patient service

Leadership

Communication

Coaching

Sales skills

Time management

Organizational skills

Independent work

Formation

High School diploma or equivalent

Description du poste

Select how often (in days) to receive an alert: Create Alert

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

PREFERRED QUALIFICATIONS

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