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Requisition ID : 676381At LensCrafters, we love eyes and care about the people behind them. With over 900 locations, LensCrafters is the largest optical retailer in North America and our love of eyes and higher standard of quality have made LensCrafters an industry leader for over 30 years.GENERAL FUNCTIONCreate 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 RESPONSIBILITIESEnsure 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 QUALIFICATIONSHigh 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 QUALIFICATIONSPrevious experience in customer service, retail and/or optical
Two years of optical or supervisory experience
Demonstrate good ophthalmic lens product knowledge
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).We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans receive preference in accordance with Tribal Law.
Full-time