Practice Lead/Supervisor (20/20 Vision Associate)

Compensation range varies by market. Actual pay is determined based on experience and other job-related factors permitted by law. This role may include eligible incentive, bonuses, and/or commission.

About the Role

With minimum supervision, provide lead support to the practice staff. Coordinate the workflow to ensure day-to-day activities and business performance is maintained through a positive and productive patient experience, premier customer service, patient retention, and outstanding associate/doctor satisfaction and retention.

Responsibilities

• Oversee the work of the practice staff and the daily workflow including patient care and retention through effective, accurate scheduling and communication with patients in person and over the phone using professional etiquette.
• Monitor and oversee team performance to maximize Managed Vision Care relationships, including the end-to-end process of patient recalls, scheduling, insurance verifications, intake/checkout, claims processing, and collections.
• Provide prompt, objective coaching and counseling; apprise supervisor of successes and concerns; provide input for performance evaluations.
• Coordinate with other departments to facilitate special requests, process changes, and resolution of workflow/production issues.
• Ensure all practice processes and performance standards are followed accurately; develop and maintain practice training procedures; train and motivate the team on current or revised processes.
• Act as the point of contact to address patient/customer inquiries, complaints, or internal business partner issues according to established procedures while meeting operational excellence and patient/customer satisfaction standards.
• 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.
• Ensure the location is welcoming, effectively merchandised, and presented according to standards.
• Support the timely implementation of approved marketing programs and initiatives.
• Foster positive and productive workplace relationships with staff and doctors.
• Work on special projects and perform other related duties as assigned or requested.

Requirements

• Two to four years of experience in an applicable functional area, such as optometry or a customer service environment.
• State licensure or certification by a nationally recognized optician association as an optician is preferred but not required unless dictated by the state.
• Excellent verbal communication skills and a strong commitment to helping people.
• Ability to lead, motivate, and promote a team environment.
• Ability to facilitate, train (through practice and role-play), and coach customer-oriented associates/teams.
• Ability to present and implement decisive and creative solutions to grow the business.
• Ability to provide enthusiastic and concise communication to meet or exceed customer expectations and foster positive, results-oriented relationships with associates and doctors.
• Ability to manage priorities through adaptability, willingness to take calculated risks, and follow-up.
• Ability to listen, process transactions, and interact with customers simultaneously in a fast-paced environment.
• Ability to empathize with patients and demonstrate concern for their problems.

Working Conditions

The working environment is generally favorable, with adequate lighting and temperature. There are no hazardous or unpleasant conditions caused by noise, dust, etc.