Doctor's Technician

Stanton Optical•Killeen, TX

11d•Onsite

About The Position

The Doctor’s Technician is the first touchpoint for patients at Stanton Optical and helps coordinate an efficient transition between clinical services and the retail team. The role provides customer service, supports sales, and fosters collaboration between retail and clinical services. Responsibilities include welcoming patients and customers, identifying their needs, answering inquiries, gathering information to facilitate sales, scheduling and confirming appointments, entering patient information, and performing pre-testing and related screening procedures. The technician also assists with patient complaint resolution, tracks order commitments, performs basic housekeeping, completes simple repairs and lens assembly, and helps ensure eyewear orders are accurate and delivered on time. The position is on-site at a store and reports to the Store (Brand) Manager.

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 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 entering the store, identify their needs, and provide an easy and memorable experience while informing them about promotional 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, enter new patient history and personal information, and obtain a brief medical history.
Complete pre-testing, including noncontact tonometry, auto refraction, visual acuity, color, stereopsis, and Amsler grid tests.
Assist the Management Team with patient complaint resolution and communicate the status of all jobs.
Ensure patient expectations are met.
Maintain brand standards by performing basic housekeeping duties when necessary.
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 area and notify management of equipment malfunctions, incomplete orders, or incorrect lenses.
Track delivery-time commitments, including Now Service and Ready When Promised, to ensure compliance.
Perform other duties as assigned and required.