Optometric Tech Supervisor
LensCrafters is a place for visionaries, pairing state-of-the-art technology with a truly personal approach to eye care. Everything we do is centered around sight, aiming to deliver quality care and innovation in optical standards. As part of EssilorLuxottica, a global leader in vision care products, you’ll join a community of over 200,000 dedicated employees driving transformation in the eyewear and eyecare industry.
About the role
Create exceptional value in the lives of our patients by delivering the LensCrafters Experience. Partner with the Managing Doctor (OD) to ensure all patients receive the highest quality optometric care. Deliver the store’s key performance indicators by integrating the Patient/Customer Journey and ensuring flawless execution of the patient experience and behaviors, seamlessly linking the doctor and retail functions.
Responsibilities
- Ensure associate behaviors consistently exceed OD NPS (Net Promoter Score), patient retention, exam, and contact lens growth.
- Communicate the importance of an annual eye exam and deliver best-in-class TAB (The Appointment Book) performance.
- Attract new patients to the practice.
- Lead through the OD labor model; assign pre-testing to optimize patient flow for a positive experience.
- Greet patients with a genuine, positive attitude upon arrival and promptly answer the telephone in a friendly manner.
- Explain required paperwork, tests, insurance benefits, products/services, and timeframes.
- Ensure NEE (Next Eye Exam) calls are made daily and scheduled patients are reminded of appointments within 24 hours; follow up on no-shows within 20 minutes.
- Collect all patient data in TAB and prepare patient charts the night before appointments.
- Perform assessments, contact lens insertion/removal, and patient care training.
- Train and certify newly hired doctor’s office associates; observe and coach on assessment quality.
- Order contact lens trials in advance and ensure stock is valid (not expired).
- Coach and model how to present annual supplies of contacts to patients.
- Assist in recruiting and selecting high-caliber doctor support staff.
- Ensure timely ordering of doctor office supplies and maintain an accurate physician referral log.
- Provide associate scheduling feedback to the Managing Doctor and Store Manager.
- Display patience and courtesy to indecisive or difficult patients and staff.
- Perform work accurately despite time pressure and patient volume; process, maintain, and file patient records in accordance with HIPAA.
- Collect and capture all patient and prescription information, along with exam fees, into the Point of Sale system.
- Maintain office appearance; ensure OD visuals align with brand guidelines and the office is clean and free of clutter.
- Champion store promotions and share them with doctor support staff.
- Deliver clear, motivating, and constructive feedback to ensure associates exhibit the right behaviors.
Requirements
- High School graduate or equivalent.
- Minimum of 3 years’ experience in patient service, with strong interpersonal skills.
- Leadership and coaching skills.
- Problem-solving ability and sales skills.
- Strong communication and listening skills.
- Ability to manage time effectively, prioritize, and work independently.
- Attention to detail.
Preferred Qualifications
- Previous experience in customer service, retail, and/or optical.
- Two years of optical or supervisory experience.
- Good ophthalmic lens product knowledge.
Pay
Employee pay is determined by multiple factors, including geography, experience, qualifications, skills, and local minimum wage requirements. You may also be offered a competitive bonus and/or commission plan.
Benefits
- Health care coverage.
- Retirement savings plans.
- Paid time off/vacation.
- Various employee discounts.