Doctor's Technician

Stanton Optical • North Little Rock, AR

3d • Onsite

About The Position

The Doctor’s Technician is the meaningful first point of contact for patients at Stanton Optical, helping create an efficient transition between clinical services and the retail team. The role provides customer service, supports sales, and builds a strong partnership between retail and clinical services teams. It is based at an on-site store location and reports to the Store (Brand) Manager.

Stanton Optical is a full-service retail optical center focused on accessible, affordable eye care and quality eyewear. Its parent company, Now Optics, describes its vision as modernizing the eye care experience for all people and its mission as making eye care easy. Its iCARE values are Integrity, Collaboration, Accountability, Respect, and Empowerment.

The technician welcomes patients, helps coordinate appointments and pre-testing, supports eyewear order fulfillment and basic repairs, and helps ensure patient expectations and delivery commitments are met. The position also assists management with patient concerns and helps maintain store and lab standards.

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.
• Active listening, rapport-building, and empathy when working 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 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, including information about promotional products and services.
• Answer customer inquiries and gather the information needed to facilitate sales.
• Foster 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, obtain a brief medical history, and perform noncontact tonometry, auto-refraction, visual acuity, color, stereopsis, and Amsler grid tests.
• Assist the Management Team with resolving patient complaints and communicating the status of jobs; help ensure patient expectations are met.
• Perform basic housekeeping as needed to maintain brand standards.
• Perform simple customer repairs, assemble lenses into frames, and edge stock lenses to expedite eyewear delivery.
• Ensure customer orders are delivered accurately and on time.
• Maintain brand standards in the lab and notify management about equipment malfunctions, incomplete orders, incorrect lenses, and similar issues.
• Track patient delivery commitments, including Now Service and Ready When Promised, to ensure full 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 per 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.

What This Job Offers

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