Doctor's Technician

Duties & Responsibilities

• Provide outstanding customer service to all patients while fostering a strong partnership to ensure an exceptional customer experience.
• Communicate effectively with the supervising PEG physician for all direction and guidance with regards to patient care within their store.
• Enhance the patient's clinical experience by seeking opportunities to do so.
• Ensure proper clinical care by satisfying all Physician Eyecare Group criteria.
• Support clinical care by the local PEG doctor, meeting the requirements set forth by PEG, including computer-based learning.
• Insert and remove contact lenses for new and existing contact lens wearers.
• Communicate/order clinical or contact lens supplies to keep the clinical operation running smoothly.
• Achieve daily/weekly/monthly/quarterly PEG desired goals.
• Execute simple customer repairs, assemble lenses into frames and edge stock lenses to expedite delivery of eyeglasses, and ensure customer orders are delivered accurately and on time.
• Maintain patient records confidentially and securely in accordance with HIPAA requirements.
• Ensure brand standards are met in the lab area, and notify management of equipment malfunctions, incomplete orders, incorrect lenses, etc.
• Keep track of delivery time commitments to patients (Now Service, Ready When Promised) to ensure 100% compliance.

Operational Duties

• Deliver an outstanding patient experience, collaborating with other team members to accomplish store goals, clinical metrics and initiatives.
• Greet patients and customers as they enter the store, identify their needs to ensure an easy and memorable experience while providing promotions on products and services available.
• Answer customers' inquiries and gather necessary information to facilitate sales.
• Foster a strong partnership between the retail team and professional services.
• Schedule and confirm appointments.
• Aid in patient complaint resolution and inform the status of pending orders; ensure all patient expectations are met.
• Maintain brand standards by performing basic housekeeping duties when necessary.
• Achieve daily/weekly/monthly/quarterly desired goals.
• Manage pretest wait time, pretest time, proper chart completion through tech actions for the doctor, patient’s sentiment towards telehealth experience, exam only rate, recheck rate, walk-in vs. scheduled appointments rate, and ensure 100% compliance with delivery time commitments to patients.

Key Qualifications

• 1+ year of experience delivering outstanding customer service to patients and/or customers.
• The ability to multitask, prioritize and be flexible with changing business needs in a team environment.
• The skills necessary to communicate effectively with a diverse group of people.
• A High School diploma or equivalent required.
• Consistently promote high work standards while empowering others to have an entrepreneurial mentality with our company.
• Schedule flexibility is required.
• Knowledgeable about Microsoft Suite 365.
• Optical experience is a plus.