Clinical Services Manager

About the role

The Clinical Services Manager reports to the Brand Manager and oversees the clinical services provided by the store team.

Responsibilities

• Greet patients and ensure an easy and memorable experience while providing product information.
• Drive sales to exceed daily, weekly, and monthly revenue goals while maintaining excellent customer service.
• Resolve customer issues and increase customer satisfaction through effective troubleshooting and training of the team on troubleshooting techniques.
• Provide supervision, direction, and guidance to Doctor’s Technicians regarding diagnostic pre-testing, local mode and digital refraction, contact lens care, and executing all PEG clinical standards.
• Maintain accurate patient records and ensure compliance with HIPAA standards.
• Ensure store brand standards by performing basic housekeeping duties as needed.
• Coach and train Doctor’s Technicians and their cross-trained counterparts on proper contact lens insertion and removal for new and existing wearers.
• Oversee patient contact lens orders and diagnostic contact lens trials, ensuring the maintenance of diagnostic lens inventory.

Requirements

• At least 1 year of retail management experience or experience in a clinical leadership role.
• An associate’s degree or advanced certification beyond a high school diploma; or currently enrolled in a comparable program.
• Strong communication skills and ability to work in a fast-paced, team environment.
• A passion for exceptional customer/patient care and a willingness to mentor and train others.
• Flexibility to adapt to changing business and schedule requirements.
• Knowledge of MS Word, Google Docs, and other basic office tools.
• Optical or clinical experience preferred, but not required.

Qualifications

• Passion for exceptional customer/patient care and a willingness to mentor and train others.
• Flexibility to adapt to changing business and schedule requirements.
• Knowledge of MS Word, Google Docs, and other basic office tools.
• Optical or clinical experience preferred, but not required.