Doctor's Technician
About The Position
The Doctor’s Technician at Stanton Optical is an on-site store role that serves as a key touchpoint for patients and customers, coordinating the transition between clinical services and the retail team. The technician provides customer service, facilitates sales, and supports collaboration between retail and professional services. The role includes greeting patients, identifying their needs, answering inquiries, scheduling appointments, entering patient information, and performing pre-tests and other listed vision-related tests. The technician also supports patient complaint resolution, keeps customers informed about orders, performs basic housekeeping, completes simple repairs and lens assembly, and helps ensure accurate and timely delivery of eyewear. The position also includes maintaining lab standards, reporting equipment or order issues to management, and meeting delivery-time commitments.
Requirements
- Associate’s 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 team members and patients.
- Results-driven approach and 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 provide an easy and memorable experience while informing them about 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 and enter new patient history and personal information into the system.
- Complete pre-tests and obtain a brief medical history, including noncontact tonometry, auto refraction, visual acuity, color, stereopsis, and Amsler grid tests.
- Assist the Management Team with resolving patient complaints and communicate the status of all jobs to help ensure patient expectations are met.
- Perform basic housekeeping duties as needed to maintain brand standards.
- Complete 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 of equipment malfunctions, incomplete orders, incorrect lenses, and other issues.
- Track patient 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, including two pairs each year 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.
- Competitive variable compensation opportunities and sales commission.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
