Doctor's Technician

Stanton Optical • Orlando, FL

3d • Onsite

About The Position

Stanton Optical’s Doctor’s Technicians support an efficient transition between clinical services and retail. They serve as an initial point of contact for patients, provide customer service, facilitate sales, and help maintain a strong partnership between the retail and clinical teams. The role includes welcoming and assisting patients, scheduling appointments, entering patient information, performing pre-tests, supporting order fulfillment and repairs, and helping ensure patients’ expectations and delivery commitments are met. The position is on-site at a store and reports to the Store (Brand) Manager.

Requirements

• Associate degree, advanced certification beyond a high school diploma, or current enrollment in a comparable program.
• At least 2 years of experience delivering outstanding customer service to patients and/or customers.
• Ability to communicate effectively with a diverse group of people.
• Ability to actively listen, build rapport, and empathize with patients.
• Proactive problem-solving skills to address potential patient concerns or rebuttals.
• Collaborative approach and ability to build respectful, cordial relationships with the team and patients.
• Results-driven ability to multitask, prioritize, and adapt to changing business needs in a team environment.
• Passion for customer satisfaction and a positive demeanor.

Responsibilities

• Greet patients and customers, identify their needs, and help provide an easy and memorable experience while presenting available promotional products and services.
• Answer customer inquiries and gather information to facilitate sales.
• Build a strong partnership between the retail team and professional services.
• Schedule and confirm appointments; enter new-patient history and personal information into the system.
• Complete pre-tests, including obtaining a brief medical history and performing noncontact tonometry, auto refraction, visual acuity, color, stereopsis, and Amsler grid tests.
• Assist the Management Team with resolving patient complaints and provide updates on the status of jobs.
• Ensure patient expectations are met.
• Maintain brand standards by performing basic housekeeping duties when needed.
• Perform simple customer repairs, assemble lenses into frames, and edge stock lenses to expedite eyeglass delivery.
• Ensure customer orders are delivered accurately and on time.
• Maintain brand standards in the lab area and notify management about equipment malfunctions, incomplete orders, incorrect lenses, and related issues.
• Track delivery-time commitments, including Now Service and Ready When Promised, to ensure compliance.
• Perform other duties as assigned and required.

Benefits

• Medical, dental, and prescription drug coverage for eligible employees.
• Company-paid life and short-term disability coverage.
• Free eyeglasses; employees receive two pairs annually with no dollar limit.
• Identity theft protection.
• Pet insurance.
• Paid time off that increases with seniority.
• Professional development and promotion opportunities.
• Employee recognition programs.
• Employee Assistance Program (EAP).
• Friends and Family discounts on products.
• Variable compensation opportunities and sales commission.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree