• Ensure associate behaviors are in place to consistently exceed OD NPS (Net Promoter Score), patient retention, exam and contact lens growth
• Consistently communicate importance of an annual eye exam; deliver best in class TAB (The Appointment Book) performance
• Attract new patients to the practice
• Lead through the OD labor model, assign someone to Pre-test patients to deliver the best patient flow for a positive patient experience
• Greet patients with a geniune positive attitude without delay when patient enters
• Promptly answer the telephone in a friendly and courteous manner
• Explain all required paperwork, tests, insurance benefits, products/services and timeframe
• Ensure that NEE (Next Eye Exam) calls are made daily
• Ensure scheduled patients are contacted and reminded of appointments within 24 hours of exam time, no shows are called within 20 minutes of scheduled appointment
• Collect all patient data in TAB; prepare patient charts the night before
• Perform assessment, Contact lens insertion, removal and patient care training
• Responsible for training/certifying all newly hired doctor’s office associates
• Observe and coach on quality of assessment
• Responsible for ordering contact lens trials in advance of need and ensure all stock are valid (not expired)
• Coach and model how to present annual supplies of contacts to patients
• Assist in recruiting/selecting high caliber doctor support staff
• Ensure doctor office supplies are ordered timely
• Ensure Physician referral log is accurately maintained
• 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 and thoroughly despite time pressure and patient volume
• Process, maintain and file patient records in an organized, efficient manner in accordance with HIPAA
• Collect and capture all patient and prescription information, along with exam fees into Point of Sale system
• Take pride in appearance of the office; ensure OD visuals align with brand guidelines
• Aware of and champion store promotions and share with doctor support staff
• Ensure office is clean and free of clutter at all times
• Deliver clear, motivating and constructive feedback in a timely manner to ensure associates are exhibiting right behaviors

• High School graduate or equivalent
• Minimum of 3 years’ experience
• Patient service; strong interpersonal skills
• Leadership; coaching skills
• Problem solving ability
• Sales skills
• Strong communicator and listener
• Ability to manage time effectively and problem solve
• Strong organizational skills and prioritization
• Ability to work independently
• Attention to detail

• Previous experience in customer service, retail and/or optical
• Two years of optical or supervisory experience
• Demonstrate good ophthalmic lens product knowledge

Employee pay is determined by multiple factors, including geography, experience, qualifications, skills, and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package including health benefits, PTO, 401K, paid family leave, tuition reimbursement, and eyewear discounts.