Doctor's Technician

Career Opportunities with Now Optics•Clovis, CA

13d•Onsite

About The Position

Physicians Eyecare Group is seeking a Doctor's Technician who is passionate about helping others and positively impacting the patient experience. This role serves as a crucial touchpoint within the store, orchestrating an efficient flow between clinical services and the retail team. The Doctor's Technician will provide outstanding customer service, foster strong partnerships, and ensure an exceptional customer experience. Physicians Eyecare Group has over a decade of expertise in the optometry industry, with independent practices located within or adjacent to Stanton Optical retail stores. Their industry-leading support center enables them to provide quality eye care that is fast, friendly, and affordable, with a focus on delivering the best patient experience at every moment and touchpoint.

Requirements

1+ year of experience delivering outstanding customer service to patients and/or customers.
Ability to multitask, prioritize, and be flexible with changing business needs in a team environment.
Skills necessary to communicate effectively with a diverse group of people.
Associate's degree or advanced certification beyond a high school diploma; or currently enrolled in a comparable program.
Schedule flexibility; work hours will be determined based on business needs.
Knowledgeable about Microsoft Suite 365.

Nice To Haves

Optical experience is a plus.
Consistently promoting high work standards while empowering others to have an entrepreneurial mentality with our company.

Responsibilities

Provide diagnostic pre-testing and digital refraction.
Manage contact lens care and execute all PEG clinical standards.
Communicate effectively with the supervising PEG physician for direction and guidance regarding patient care.
Seek opportunities to enhance the patient's clinical experience.
Satisfy all Physician Eyecare group criteria to ensure proper clinical care.
Support clinical care as directed by the local PEG doctor.
Utilize local mode as a tool to enhance overall patient experience and perform when necessary, with supervision.
Provide proper insertion and removal of contact lenses for new and existing contact lens wearers.
Communicate/order clinical or contact lens supplies to keep the clinical operation running smoothly.
Ensure accuracy of patient history and personal information in the system.
Achieve daily/weekly/monthly/quarterly PEG desired goals, including prompt and proper completion of outside referrals and store conversion/performance (supplements, drops, retinal photos, therapy, etc.).
Deliver an outstanding patient experience, collaborating with other team members to accomplish store goals, clinical metrics, and initiatives.
Greet patients and customers, identify needs, and provide promotions on products and services.
Answer customer inquiries and gather necessary information to facilitate sales.
Foster a strong partnership between the retail team and professional services.
Schedule and confirm appointments.
Assist Management Team with patient complaint resolution and inform the status of pending orders.
Ensure brand standards by performing basic housekeeping duties when necessary.
Achieve daily/weekly/monthly/quarterly desired goals, including pretest wait time, pretest time, proper chart completion, patient sentiment towards telehealth, exam only rate, recheck rate, and walk-in vs. scheduled appointments rate.
Maintain patient records confidential and secure in accordance with HIPAA requirements.
Execute simple customer repairs, assemble lenses into frames, and edge stock lenses to expedite delivery of eyeglasses.
Ensure customer orders are delivered accurately and on time.
Ensure brand standards are met in the lab area, and notify management of equipment malfunctions, incomplete orders, incorrect lenses, etc.
Keep track of delivery time commitments to patients (Now Service, Ready When Promised) to ensure 100% compliance.
Perform other duties as assigned and required.