Clinical Services Manager

Stanton Optical•Houston, TX

1d•Onsite

About The Position

The Clinical Services Manager supervises and supports the store team in meeting clinical goals, working closely with the Brand Manager and receiving guidance from the Clinical Operations Department. The manager may also serve as Manager on Duty to help achieve overall store, operational, and sales goals. The role focuses on ensuring patients receive quality care and a memorable experience while the clinical-services team follows operational processes and meets daily goals. The position oversees and supports Doctor’s Technicians, ensuring that training guidelines, procedures, protocols, certification requirements, and Physicians Eyecare Group clinical standards are followed. It also involves maintaining confidential, accurate patient records in compliance with HIPAA, supporting contact lens services and inventory, resolving customer issues, and maintaining store brand standards.

Requirements

At least 1 year of retail management experience or experience in a clinical leadership role.
An associate’s degree or advanced certification beyond a high school diploma, or current enrollment in a comparable program.
Strong communication skills and the ability to work in a fast-paced, team environment.
Passion for exceptional customer or patient care and willingness to mentor and train others.
Flexibility to adapt to changing business and schedule requirements.
Knowledge of MS Word, Google Docs, and other basic office tools.

Nice To Haves

Optical or clinical experience.

Responsibilities

Work with the Brand Manager to supervise and support the store team in meeting clinical goals, with guidance from the Clinical Operations Department.
Act as Manager on Duty as needed to support overall store, operational, and sales goals.
Greet patients, identify their needs, and explain available products and services to support an easy and memorable experience.
Drive sales to exceed personal and store daily, weekly, and monthly revenue goals while delivering outstanding customer service.
Resolve customer issues and improve satisfaction through troubleshooting and training the team in troubleshooting techniques.
Supervise, direct, and guide Doctor’s Technicians on diagnostic pre-testing, Local Mode and Digital Refraction, contact lens care, and execution of PEG clinical standards.
Ensure Physicians Eyecare Group training guidelines, procedures, protocols, certification requirements, and clinical standards are executed at a high level.
Maintain accurate and detailed patient records while protecting confidentiality and complying with HIPAA standards.
Maintain store brand standards and perform basic housekeeping duties when necessary.
Coach and train Doctor Technicians and cross-trained team members on proper contact lens insertion and removal for new and existing wearers.
Oversee protocols for patient contact lens orders and diagnostic contact lens trials.
Maintain diagnostic contact lens inventory weekly or as needed.