Reports to: Store (Brand) Manager

Location: On-site Store Location

Are you passionate about helping others? Do you see yourself positively impacting the patient experience by being the meaningful first touchpoint at the store? At Stanton Optical/My Eyelab our Doctor’s Technicians carefully orchestrate an efficient flow and transition from our Clinical services team to our retail team. In this position, you will provide outstanding customer service to all patients while facilitating sales and fostering a strong partnership between our retail and clinical services teams.

About us:

My Eyelab and Stanton Optical are among the nation’s fastest growing, full-service retail optical centers. We are dedicated to offering customer service and quality eyewear at affordable prices to our patients and customers. As a leading optical retailer, we offer some of the nation's most desirable optical brands.

Our team members share and support the Vision, Mission and Values of our parent company, Now Optics. These include:

Vision: Modernizing the eye care experience for all people

Mission: Making eye care easy

Values: iCARE

• Integrity: We see integrity as building a foundation of trust with our customers, employees and stakeholders by communicating honestly, ensuring consistency and delivering on our commitments.

• Collaboration: We see collaboration as combining the talents of a diverse group, offering proactive communication and being open-minded to new ideas.

• Accountability: We see accountability as taking initiative, delivering our best in all we do, accepting responsibility for our actions and taking ownership of results.

• Respect: We see respect as prioritizing human relationships, being present, connecting with transparency and empathy.

• Empowerment: We see empowerment as making purpose-driven decisions to support the company vision, showing appreciation for others, and taking care of the individuals we serve.

  
  

Duties & Responsibilities:

As a Doctor’s Technician, this individual will work closely with the Brand Manager and Clinical Field Trainer to meet operational and clinical goals, with guidance from the Clinical Operations Department.

Physician Eyecare Group Clinical Duties

• The Physician Eyecare Group (PEG) provides all clinical services in each store, and PEG doctors provide supervision, direction and guidance to the Doctor’s Technicians to regarding but not limited to Diagnostic Pre-Testing, and Digital Refraction, Contact Lens care and executing all PEG clinical standards.

• Meet all training guidelines, procedures, protocols, and certification requirements and clinical standards developed by the Physician Eyecare Group.

• The role will also require this person to communicate effectively with the supervising PEG physician for all direction and guidance with regards to patient care within their store.

• Each Doctor Technician should seek opportunities to enhance the patient's clinical experience.

• Each Doctor Technician must satisfy all the Physician Eyecare group criteria to ensure proper clinical care.

• Each Doctor Technician may be directed to support clinical care by the local PEG doctor who is supervising must meet the requirements set forth by PEG, including the computer-based learning to ensure proper patient clinical care.

• Required to learn how to utilize local mode as a tool to enhance overall patient experience and perform when necessary with supervision from the PEG doctors.

• Doctor Technicians must provide proper insertion and removal of contact lenses for new and existing contact lens wearers.

• Doctor Technicians communicate/order any clinical or contact lens supplies to keep the clinical operation running smoothly as may be required by the PEG physician from time to time.

• Ensure accuracy of patient history and personal information in the system

• Achieve daily/weekly/monthly/quarterly PEG desired goals.

  • The metrics that will drive the clinical performance include but will not be limited to:

    • Prompt and proper completion of outside referrals

    • Store conversion/performance (supplements, drops, retinal photos, therapy, etc)

      
      

Operational Duties

• Be part of delivering an outstanding patient experience, collaborating with other team members to accomplish store goals, clinical metrics and initiatives.

• Greet our patients and customers as they enter the store, identify patients' 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

• Assist Management Team with patient complaint resolution and inform the status of pending orders; ensure all patient expectations are met.

• Ensure brand standards by performing basic housekeeping duties when necessary.

• Achieve daily/weekly/monthly/quarterly desired goals.

  • The metrics that will drive the clinical operational performance include but will not be limited to:

    • Pretest Wait Time

    • Pretest Time

    • Proper chart completion through tech actions for the doctor

    • Patient’s sentiment towards telehealth experience

    • Exam Only Rate (Count and Percentage)

    • Recheck Rate

    • Walk in vs. Scheduled Appointments Rate

• Maintain patient records confidential and secure in accordance with HIPAA requirements.

• Other duties as assigned and required.

Key Qualifications

• You have a high school diploma or equivalent.

• You have 2+ years of experience delivering outstanding customer service to patients and/or customers.

• You have the skills necessary to communicate effectively with a diverse group of people.

• You implement active listening, build rapport, and empathize with the patients.

• You remain proactive and execute problem solving skills to address potential patients’ concerns or rebuttals.

• You have a collaborative spirit, while building respectful and cordial relationships with your team and patients.

• You are driven by results and have the ability to multitask, prioritize and be flexible with changing business needs in a team environment.

• You have a passion for customer satisfaction and maintain a positive demeanor.

  
  

Skills Required

• Computer Knowledge

• Organizational/Multitasking Skills

• Ability to use discretion while working with sensitive information.

• Passionate about eye care excellence and exceptional customer service experience.

  
  

Are you the perfect fit?

• Do you share our vision of modernizing eye care for all people and making eye care easy?

• Are you passionate about outstanding customer/patient care and eager to share that passion with others?

• Do you have a strong interest in learning, embracing and fostering innovation among your team?

• Are you consistently promoting high work standards while empowering others to have an entrepreneurial mentality with our company?

• Do you have schedule flexibility? Work hours will be determined based on business needs

• Do you enjoy working with technology and are curious about current innovations?

• Optical experience is a plus.

  
  

Now Optics d/b/a Stanton Optical and My Eye Lab Brands is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions at our company are based on business needs, job requirements and individual qualifications, without regard to actual or perceived race, color, religion, sex (including pregnancy), national origin, age, disability or certain classifications based on genetic information, or any other characteristic protected by federal, state, or local laws, regulations or ordinances.

If you have a disability and believe you need a reasonable accommodation to search for a job opening or apply for a position, email retailcareers@stantonoptical.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.