Clinical Services Manager

About the role

Reports to: Brand Manager
Location: On-site store location

Responsibilities

• Work closely with the Brand Manager to provide supervision and support to the store team to meet clinical goals with guidance from the Clinical Operations Department.
• Act as the Manager on Duty to accomplish the overall stores’ goals and support the stores’ operational and sales goals.
• Ensure patients receive quality care by ensuring the store team follows operational processes and meets their goals daily.
• Greet patients as they enter the store, identify their needs, and provide information on products and services available.
• Drive sales to exceed personal and store daily, weekly, and monthly revenue goals while delivering outstanding customer service experiences.
• Resolve customer issues and increase customer satisfaction through proper 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, detailed patient records while ensuring confidentiality and compliance with HIPAA standards.
• Ensure store brand standards by performing basic housekeeping duties when necessary.
• Coach and train Doctor’s Technicians and their cross-trained counterparts on the proper insertion and removal of contact lenses for new and existing contact lens wearers.
• Oversee proper protocols for patient contact lens orders and diagnostic contact lens trials, while ensuring the maintenance of diagnostic lens inventory on a weekly basis or as needed.

Qualifications

• At least 1 year of retail management experience or experience in a clinical leadership role.
• High school diploma or equivalent.
• Strong communication skills and ability to work in a fast-paced, team environment.
• 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.