LensCrafters EyeCare Supervisor

GENERAL FUNCTION: Create exceptional value in the lives of our patients by delivering legendary patient service and ensuring that all patients receive the highest quality care. Understands and brings to life for all Technicians the LensCrafters Core Values. Reports directly to the Managing Doctor; works in partnership with the LensCrafters Leadership Team.

 

MAJOR DUTIES AND RESPONSIBILITIES:

Commitment to Patient Satisfaction

Conveys a commitment to providing unsurpassed patient service by ensuring that Doctors staff perform the following:

Securing potential appointments

Enthusiastically accommodating walk-ins as same day appointments

Greeting the patient

Explaining the process

Making product and service recommendations

Performing lifestyle/eyewear needs analysis

Transitioning patients to retail sales floor

Anticipates problems before they occur; explores underlying reasons for recurrent problems; goes beyond symptoms to get at causes; strives to develop long-term solutions to problems.

 

Coach and Develop

- Provides Technicians with the "Big Picture", relating specific tasks to overall objectives.

Models the way for technicians in areas of patient scheduling, pretesting, contact lens dispensing, and patient to customer transitioning.

Monitors the quality of performance and provides effective on the job training and guidance to Technicians in terms of technical skills, patient relations, and office performance; keeps Managing Doctor informed of Technicians? ongoing performance.

Delivers clear, motivating, and constructive feedback in a timely manner to all associates. Assists Managing Doctor in confronting problem performers directly and without delay; initiates appropriate disciplinary action and follows up to monitor progress.

Contributes feedback to formal 90-day and annual performance reviews.

 

Standards of Performance

Analyzes office performance data and makes recommendations to improve profitability.

Celebrates wins and sets weekly goals with Managing Doctor and Technicians.

Shares progress toward goals through upward communication to Field Management.

Strives to achieve "Far Exceeds" results in the following areas:

PSAT

% to Sales Plan

Office productivity

Hours to Sales

Internals

Conversions (Spectacle and Contact Lens)

Remakes; No show rates

 

Clinical Knowledge/ Communication

Supervises and performs pre-examination testing and contact lens training; takes the initiative to recommend and ensure that all necessary procedures are provided. Ensures that all preliminary tests are explained, and that all of the patients? questions are answered.

Provides ongoing clinical support to the Optometrist as needed.

 

Doctor's Office

Supervises and performs pre-examination testing and contact lens training; takes the initiative to recommend and ensure that all necessary procedures are provided.  Ensures that all preliminary tests are explained, and that all of the patients questions are answered.

Provides ongoing clinical support to the Optometrist as needed.

Maintains a thorough knowledge of technician incentives and spiffs, and enters data into POS system weekly with the utmost integrity.

 

Manpower Planning

Recruits and selects high caliber staff; "Builds a bench" by constantly looking out for promising individuals, and establishes relationships with them regardless of current staffing needs. Creates and maintains a Contact Log of potential candidates.

Forecasts staffing needs accurately utilizing past business, current trends, and staffing guidelines; schedules associates appropriately.

Quickly adjusts staffing up or down to meet unexpected increases or decreases in patient volume.

 

Administrative Processing

Supervises and carries out administrative duties including coordinating patient flow, quoting fees, answering telephones, making and confirming appointments, and entering data.

Monitors office operations to ensure compliance with all policies such as attendance, dress code, and inventory control.

Supervises the administration of all Group Directed Care programs.

Oversees contact lens ordering, MRIS including Closed Loop Report analysis, and semi-annual inventory.

Ensures that statistical tracking is done daily, and that weekly reports are faxed in by 10:00 A.M. every Monday.

Ensures that supplies such as trial lenses, forms, etc. are ordered regularly.

Ensures that Technicians observe punch-in and punch-out procedures without exception, and takes action to correct violations immediately. Inputs payroll and prints time cards weekly.

Maintains a thorough knowledge of technician incentives and spiffs, and enters data into V2K weekly with the utmost integrity.

 

Maintains Office Appearance and Safety

Takes pride in the appearance of the office, and ensures that the area is clean, organized, and professional looking.

Informs the Managing Doctor of potential safety opportunities, i.e. broken tiles, furniture, etc.

Leads by example in demonstrating safe work practices regarding the handling of contact lenses, cleaning of equipment, etc.

Quickly responds to changes in in-office promotions with appropriate staff communications, graphics, and point of purchase materials.

 

KNOWLEDGE AND SKILLS:

Strong communication and listening skills

Strong interpersonal skills (friendly, caring, patient)

Strong problem solving ability

Strong leadership skills

Knowledge of current optical theory

Knowledge of office and store merchandise

Strong organizational skills

Strong basic math skills

Strong sales skills

Familiarity with cash register, computers, and calculators

 

EDUCATION: High School Graduate or equivalent

Previous Management or technical training preferred

 

EXPERIENCE: Previous experience in customer service, retail, and/or optical preferred

Previous supervisory/ training experience preferred

 

CAREER PATH OPPORTUNITIES:

LensCrafters Retail Management

 

THIS DESCRIPTION IS NOT INTENDED TO INCLUDE ALL JOB DUTIES. ASSOCIATES MAY BE REQUESTED TO PERFORM JOB RELATED TASKS OTHER THAN THOSE SPECIFICALLY PRESENTED IN THIS DESCRIPTION.



 

 

EOE