Optometric Tech Supervisor

EssilorLuxottica Group•Madison, WI

About The Position

The Optometric Tech Supervisor creates exceptional value for patients by delivering the LensCrafters Experience and partnering with the Managing Doctor (OD) to ensure high-quality optometric care. The role connects the doctor’s office and retail functions, supports the patient journey, and helps deliver store performance indicators through consistent patient service and execution. The supervisor leads and coaches doctor’s office associates, supports patient flow and appointment-book performance, and oversees key practice operations. Responsibilities include patient intake and education, pre-testing coordination, contact lens services and training, patient records and payments, inventory and supply ordering, and maintaining a clean, organized office that follows brand guidelines and HIPAA requirements.

Requirements

High school graduate or equivalent.
Minimum of 3 years’ experience.
Patient service skills and strong interpersonal skills.
Leadership and coaching skills.
Problem-solving ability.
Sales skills.
Strong communication and listening skills.
Ability to manage time effectively and solve problems.
Strong organizational and prioritization skills.
Ability to work independently.
Attention to detail.

Nice To Haves

Previous experience in customer service, retail, and/or optical.
Two years of optical or supervisory experience.
Good ophthalmic lens product knowledge.

Responsibilities

Ensure associate behaviors support strong OD NPS, patient retention, exam growth, and contact lens growth.
Communicate the importance of annual eye exams and deliver strong appointment-book performance.
Attract new patients to the practice.
Lead through the OD labor model and assign pre-testing responsibilities to support patient flow.
Greet patients promptly and positively, and answer telephone calls in a friendly, courteous manner.
Explain required paperwork, tests, insurance benefits, products and services, and expected timeframes.
Ensure next-eye-exam calls are made daily.
Contact scheduled patients with appointment reminders within 24 hours of exam time and call no-shows within 20 minutes of their scheduled appointments.
Collect patient data in the appointment book and prepare patient charts the night before.
Perform assessments, contact lens insertion and removal, and patient care training.
Train and certify newly hired doctor’s office associates.
Observe and coach associates on the quality of assessments.
Order contact lens trials in advance and ensure stock is not expired.
Coach and model presentation of annual contact lens supplies to patients.
Assist in recruiting and selecting doctor support staff.
Order doctor’s office supplies in a timely manner.
Maintain an accurate physician referral log.
Provide associate scheduling feedback to the Managing Doctor and Store Manager.
Treat indecisive or difficult patients and staff with patience and courtesy.
Perform work accurately and thoroughly despite time pressure and patient volume.
Process, maintain, and file patient records efficiently and in accordance with HIPAA.
Enter patient and prescription information and exam fees into the point-of-sale system.
Maintain the appearance of the office and ensure doctor’s office visuals align with brand guidelines.
Stay aware of store promotions and communicate them to doctor support staff.
Keep the office clean and free of clutter.
Provide clear, motivating, and constructive feedback promptly to support appropriate associate behaviors.