What are the responsibilities and job description for the Practice Lead/Supervisor (Family Eyecare Associates) position at VSP Ventures Optometric Solutions LLC?
Compensation range for the role is listed above. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible incentive, bonuses and/or commission dependent on the role. For more information regarding VSP Vision benefits, please click here.
General Summary
With minimum supervision, provide lead support to the practice staff. Coordinate the workflow to ensure day-to-day activities and business performance is maintained. This must be accomplished through development of a positive and productive patient experience and through premier customer service, patient retention, as well as outstanding associate/doctor satisfaction and retention.
Essential Functions
Oversee the work of the practice staff and the daily workflow including patient care and retention through effective accurate scheduling, communication with patients in person and over the phone using professional etiquette and delivery of the highest patient experience
Monitor and oversee team performance to maximize Managed Vision Care relationships; includes overseeing as needed the end-to-end process of patient recalls, patient scheduling, insurance verifications, intake/checkout, and 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, change in processes, 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 team on current or revised processes and procedures
Act as point of contact to address patient/customer inquiries and complaints or internal business partner issues; respond to inquiries according to established procedures while meeting business standards of operational excellence and patient/customer satisfaction
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 in house or outside agencies
Ensure location is welcoming, effectively merchandised and presented according to standards
Support the timely implementation of approved Marketing programs and initiatives
Ensure positive and productive workplace relationships with staff and doctors
Work on special projects and perform other related duties assigned or requested
Job Specifications
Typically has the following skills or abilities:
Two to four years of experience in applicable functional area that may include optometry or 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 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 issues/opportunities to grow the business
Ability to provide enthusiastic and concise communication to meet/exceed customer expectations as well as foster positive and results-oriented associate and doctor relationships
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 provide enthusiastic and concise communication to meet/exceed customer expectations as well as foster positive and results-oriented associate/doctor relationships
Ability to empathize with patients and demonstrate concern for patient’s problems
Working Conditions
The working environment is generally favorable, lighting and temperature are adequate and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
The above information on this description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job grade.
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VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
