Practice Lead & Team Coach - Patient Experience & Ops

VSP Ventures; Riverside (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

VSP Vision is seeking an experienced practice lead to guide staff, optimize patient flow, and maintain exemplary service. You will oversee scheduling, recalls, insurance verifications, and front-end functions while coaching team members and collaborating with other departments.

Role emphasizes patient satisfaction, accuracy, and professional communication; involvement in hiring, training, and marketing support; on-site work with a focus on operations excellence.

Qualifications

• Experience in optometry or customer service environment.
• State licensure or certification preferred.
• Strong verbal communication and customer service focus.
• Ability to lead and motivate a team.
• Ability to train and coach staff.
• Ability to handle busy environment and prioritize tasks.

Responsibilities

• 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 end-to-end process of patient recalls, patient scheduling, insurance verifications, intake/checkout, and claims processing and collections.
• Provide prompt, objective coaching; 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; 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

Skills

Verbal communication

Team leadership

Customer service

Training & coaching

Problem solving

Prioritization

Empathy for patients

Education

Optician licensure (state) preferred

Job description

VSP Vision is seeking an experienced practice lead to guide staff, optimize patient flow, and maintain exemplary service. You will oversee scheduling, recalls, insurance verifications, and front-end functions while coaching team members and collaborating with other departments.

Role emphasizes patient satisfaction, accuracy, and professional communication; involvement in hiring, training, and marketing support; on-site work with a focus on operations excellence.