Clinical Services Manager
About this role
Clinical Services Manager
Reports to : Brand Manager
Location : On-site store location
Do you have a passion to train and coach team members to deliver a remarkable patient experience? Are you a role model and leader that advocates for your sales team? You will ensure that patients receive quality care by ensuring the store team that provides clinical services follow operational processes and meets their goals daily.
About us : Stanton Optical is among the nation’s fastest growing, full-service retail optical centers. We are dedicated to offering customer service and quality eyewear at affordable prices to our patients. As a leading optical retailer, we offer some of the nation's most desirable optical brands. Our team members share and support the Vision, Mission and Values of our parent company, Now Optics. These include:
Vision : Modernizing the eye care experience for all people
Mission : Making eye care easy
Values : iCARE
• Integrity : We see integrity as building a foundation of trust with our customers, employees and stakeholders by communicating honestly, ensuring consistency and delivering on our commitments. • Collaboration : We see collaboration as combining the talents of a diverse group, offering proactive communication and being open-minded to new ideas. • Accountability : We see accountability as taking initiative, delivering our best in all we do, accepting responsibility for our actions and taking ownership of results. • Respect : We see respect as prioritizing human relationships, being present, connecting with transparency and empathy. • Empowerment : We see empowerment as making purpose-driven decisions to support the company's vision, showing appreciation for others, and taking care of the individuals we serve.
Duties & Responsibilities : As a Clinical Services Manager, you will work closely with the Brand Manager to provide supervision and support to the store team to meet clinical goals with guidance from the Clinical Operations Department. You will also often act as the Manager on Duty to accomplish the overall stores’ goals and support the stores’ operational and sales goals.
Goals include:
• Greet our patients as they enter the store, identify patients' needs to ensure an easy and memorable experience while providing information on products and services available • Drive sales to exceed personal and store daily, weekly and monthly revenue goals while delivering outstanding customer service experience. • Resolve customer issues and increase customer satisfaction through proper troubleshooting and training of the team on troubleshooting techniques. • Provide supervision, direction and guidance to the Doctor’s Technicians regarding but not limited to Diagnostic Pre-Testing, Local Mode and Digital Refraction, Contact Lens care and executing all PEG clinical standards. • The role is responsible for ensuring all training guidelines, procedures, protocols, and certification requirements , and clinical standards developed by the Physicians Eyecare Group are being executed at the highest level. • Maintain accurate, detailed patient records while ensuring confidentiality and compliance with HIPAA standards. • Ensure store brand standards by performing basic housekeeping duties when necessary. • Coach and train Doctor Technicians and their cross-trained counterparts on the proper insertion and removal of contact lenses for new and existing contact lens wearers. • Oversee proper protocols for patient contact lens orders and diagnostic contact lens trials, while ensuring the maintenance of diagnostic lens inventory on a weekly basis or as needed.