What are the responsibilities and job description for the LensCrafters - Optometric Tech Supervisor position at Luxottica?
Date: Feb 6, 2023
Brand: LensCrafters
Location:
Grand Rapids, MI, US, 49512
Requisition ID: 796023
Store #: 001681 LensCrafters
Position:Full-Time
Store #: 001681 LensCrafters
Position:Full-Time
At LensCrafters, we're passionate about bringing people better sight. And it takes thousands of people from all backgrounds to do this.
By joining our team, you'll learn about the optical industry while developing the customer service and sales techniques needed to grow in your career.
This person will support our optical experience inside Macy's department stores in the U.S.
LensCrafters and Macy's relationship is built around a shared mission of providing customers with the highest quality eye care, a passion for style and a broad brand portfolio able to meet diverse customer choices.
GENERAL FUNCTION
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/behaviors and seamlessly link the doctor and retail functions together.
MAJOR DUTIES AND RESPONSIBILITIES
- 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
BASIC QUALIFICATIONS
- 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
PREFERRED QUALIFICATIONS
- Previous experience in customer service, retail and/or optical
- Two years of optical or supervisory experience
- Demonstrate good ophthalmic lens product knowledge
Pay Range: $14.02 - $25.74
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.
Upon request and consistent with applicable laws, Luxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please call the Luxottica Ethics Compliance Hotline at 1-888-887-3348 (be sure to provide your name and contact information so that we may follow up in a timely manner). EssilorLuxottica is an Equal Opportunity Employer and provides opportunities for all qualified applicants without regard to race, color, gender, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status. Native Americans receive preference in accordance with Tribal Law.
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