Clinical Services Manager

Stanton Optical•Madison, WI

8d•Onsite

About The Position

The Clinical Services Manager works closely with the Brand Manager to supervise and support the store team in meeting clinical goals, with guidance from the Clinical Operations Department. The role may also serve as Manager on Duty to help achieve overall store, operational, and sales goals. The manager ensures patients receive quality care by helping the clinical services team follow operational processes, meet daily goals, and deliver a remarkable patient experience. Stanton Optical is a full-service retail optical center focused on customer service and affordable, quality eyewear. The company’s vision is to modernize the eye care experience for all people, its mission is to make eye care easy, and its values are Integrity, Collaboration, Accountability, Respect, and Empowerment.

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 is preferred, but not required.

Responsibilities

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 revenue goals while providing outstanding customer service.
Resolve customer issues and improve satisfaction through troubleshooting and team training.
Supervise, direct, and guide Doctor’s Technicians in 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 followed.
Maintain accurate and detailed patient records while ensuring confidentiality and HIPAA compliance.
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.
Provide supervision and support to the store team in pursuit of clinical, operational, and sales goals.