Requisition ID: 859710 Store #: 000562 LensCrafters Position:Full-TimeTotal Rewards: Benefits/Incentive InformationAt LensCrafters, we're passionate about bringing people better sight. And it takes thousands of people from all backgrounds to do this.By joining our team, you'll learn about the optical industry while developing the customer service and sales techniques needed to grow in your career.LensCrafters is the largest optical retailer in North America with 1,000+ stores and as part of an eyewear industry leader, Luxottica, our higher standard of quality has made LensCrafters a leader in vision care for over 35 years.GENERAL FUNCTION Create exceptional value in the lives of our patients by delivering the LensCrafters Experience. Partner with the Managing Doctor (OD) to ensure all patients receive the highest quality Optometric care. Deliver the store's key performance indicators by integrating the Patient/Customer Journey and ensuring flawless execution of the patient experience/behaviors and seamlessly link the doctor and retail functions together.MAJOR DUTIES AND RESPONSIBILITIESEnsure associate behaviors are in place to consistently exceed OD NPS (Net Promoter Score), patient retention, exam and contact lens growthConsistently communicate importance of an annual eye exam; deliver best in class TAB (The Appointment Book) performanceAttract new patients to the practiceLead through the OD labor model, assign someone to Pre-test patients to deliver the best patient flow for a positive patient experienceGreet patients with a geniune positive attitude without delay when patient enters Promptly answer the telephone in a friendly and courteous mannerExplain all required paperwork, tests, insurance benefits, products/services and timeframeEnsure that NEE (Next Eye Exam) calls are made dailyEnsure scheduled patients are contacted and reminded of appointments within 24 hours of exam time, no shows are called within 20 minutes of scheduled appointmentCollect all patient data in TAB; prepare patient charts the night beforePerform assessment, Contact lens insertion, removal and patient care trainingResponsible for training/certifying all newly hired doctor's office associatesObserve and coach on quality of assessmentResponsible for ordering contact lens trials in advance of need and ensure all stock are valid (not expired)Coach and model how to present annual supplies of contacts to patientsAssist in recruiting/selecting high caliber doctor support staffEnsure doctor office supplies are ordered timelyEnsure Physician referral log is accurately maintainedProvide associate scheduling feedback to the Managing Doctor and Store ManagerDisplay patience and courtesy to indecisive or difficult patients and staffPerform work accurately and thoroughly despite time pressure and patient volumeProcess, maintain and file patient records in an organized, efficient manner in accordance with HIPAACollect and capture all patient and prescription information, along with exam fees into Point of Sale systemTake pride in appearance of the office; ensure OD visuals align with brand guidelinesAware of and champion store promotions and share with doctor support staffEnsure office is clean and free of clutter at all timesDeliver clear, motivating and constructive feedback in a timely manner to ensure associates are exhibiting right behaviorsBASIC QUALIFICATIONSHigh School graduate or equivalentMinimum of 3 years' experiencePatient service; strong interpersonal skillsLeadership; coaching skillsProblem solving abilitySales skillsStrong communicator and listenerAbility to manage time effectively and problem solveStrong organizational skills and prioritizationAbility to work independentlyAttention to detailPREFERRED QUALIFICATIONSPrevious experience in customer service, retail and/or opticalTwo years of optical or supervisory experienceDemonstrate good ophthalmic lens product knowledgeEmployee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts. Upon request and consistent with applicable laws, EssilorLuxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at ******** (be sure to provide your name and contact information so that we may follow up in a timely manner) or email ******** . We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.
