Practice Lead/Supervisor

VSP Ventures; Manhattan Beach (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

VSP Ventures is seeking a lead support professional to supervise the practice staff and coordinate day-to-day workflows. You will ensure a positive patient experience and high-quality service through effective scheduling, patient communication, and robust team leadership.

The role emphasizes coaching and performance feedback, collaboration with other departments, and active participation in hiring and process improvements to drive patient satisfaction and practice success.

Qualifications

• Experience in applicable functional area (optometry or client-facing service)
• Excellent verbal communication with a focus on patient experience
• Ability to lead, motivate and coach a team
• Ability to train staff through practice and role-play
• Strong problem solving and customer-focused mindset
• Ability to manage priorities in a fast-paced environment
• Empathy for patients and focus on quality care

Responsibilities

• Oversee practice staff and daily workflow to maintain patient care and retention.
• Coordinate scheduling, recalls, insurance verifications, intake/checkout, and claims processing.
• Provide coaching and input for performance evaluations; communicate with supervisor.
• Coordinate with other departments to address workflow and process improvements.
• Develop and maintain training procedures; motivate staff on current processes.
• Serve as point of contact for patient inquiries and complaints; resolve issues per procedures.
• Support marketing initiatives and achievement of management goals.
• Assist in hiring and interviewing for open positions within the practice.
• Manage patient financial data and records with confidentiality.
• Ensure the location is welcoming and properly merchandised according to standards.
• Participate in projects and other duties as assigned.

Skills

Customer service leadership

Verbal communication

Team motivation

Training & coaching

Problem solving

Multi-tasking

Empathy with patients

Job description

Compensation range for the role is listed above. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible incentive, bonuses and/or commission dependent on the role. For more information regarding VSP Vision benefits, please click here.

General Summary

With minimum supervision, provide lead support to the practice staff. Coordinate the workflow to ensure day-to-day activities and business performance is maintained. This must be accomplished through development of a positive and productive patient experience and through premier customer service, patient retention, as well as outstanding associate/doctor satisfaction and retention.

Essential Functions

• Oversee the work of the practice staff and the daily workflow including patient care and retention through effective accurate scheduling, communication with patients in person and over the phone using professional etiquette and delivery of the highest patient experience
• Monitor and oversee team performance to maximize Managed Vision Care relationships; includes overseeing as needed the end-to-end process of patient recalls, patient scheduling, insurance verifications, intake/checkout, and claims processing and collections
• Provide prompt, objective coaching and counseling; apprise supervisor of successes and concerns; provide input for performance evaluations
• Coordinate with other departments to facilitate special requests, change in processes, and resolution of workflow/production issues
• Ensure all practice processes and performance standards are followed accurately; develop and maintain practice training procedures; train and motivate team on current or revised processes and procedures
• Act as point of contact to address patient/customer inquiries and complaints or internal business partner issues; respond to inquiries according to established procedures while meeting business standards of operational excellence and patient/customer satisfaction
• Support practice and strategic initiatives by meeting target goals and objectives set by management
• Participate and offer input in the hiring and interview process for open positions within the practice
• Monitor and maintain patient financial data, records, and files to ensure accurate record keeping, security and confidentiality in house or outside agencies
• Ensure location is welcoming, effectively merchandised and presented according to standards
• Support the timely implementation of approved Marketing programs and initiatives
• Ensure positive and productive workplace relationships with staff and doctors
• Work on special projects and perform other related duties assigned or requested

Job Specifications

Typically Has The Following Skills Or Abilities

• Two to four years of experience in applicable functional area that may include optometry or customer service environment
• State licensure or certification by a nationally recognized optician association as an optician is preferred but not required unless dictated by the state.
• Excellent verbal communication skills and strong commitment to helping people
• Ability to lead, motivate and promote a team environment
• Ability to facilitate, train (through practice and role-play), and coach customer-oriented associates/teams
• Ability to present and implement decisive and creative solutions to issues/opportunities to grow the business
• Ability to provide enthusiastic and concise communication to meet/exceed customer expectations as well as foster positive and results-oriented associate and doctor relationships
• Ability to manage priorities through adaptability, willingness to take calculated risks, and follow-up
• Ability to listen, process transactions, and interact with customers simultaneously in a fast-paced environment
• Ability to provide enthusiastic and concise communication to meet/exceed customer expectations as well as foster positive and results-oriented associate/doctor relationships
• Ability to empathize with patients and demonstrate concern for patient’s problems

Working Conditions

The working environment is generally favorable, lighting and temperature are adequate and there are no hazardous or unpleasant conditions caused by noise, dust, etc.

The above information on this description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job grade.

VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

VSP Is An Equal Employment Opportunity Employer And Does Not Discriminate On The Basis Of Race, Color, Religion, Sex, Sexual Orientation, National Origin, Disability, Protected Veteran Status, Or Any Other Characteristic Protected By Federal, State, Or Local Law. To Help Us Ensure We Meet Our Commitment To Equal Employment Opportunity , Please Consider Responding To The Following Optional Questions Regarding Race And Gender. We Are Asking You To Provide This Information On a Voluntary Basis. All Responses Will Be Kept Confidential And Will In No Way Impact The Consideration Of Your Application. Applicants Who Live In The Following Jurisdictions Should Not Respond To The Race Or Gender Self-identification Request, So Please Select “Prefer Not To Say, I Don’t Wish To Answer, I Decline To Self-identify, Or I Decline To Identify My Race And Ethnicity” For The Questions

• Washington D.C.
• Hawaii
• Iowa
• Maine
• Michigan
• Minnesota
• Ohio
• Pennsylvania
• Rhode Island
• Washington

Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws.