Posted: Thursday, September 7, 2017 5:51 AM
At LensCrafters, we love eyes and we care about the people behind them.
LensCrafters is the largest optical retailer in North America with 900+ stores and as part of an eyewear industry leader, Luxottica, our love of eyes and higher standard of quality have made LensCrafters a leader in vision care for over 30 years.
With a career at LensCrafters, you'll find yourself learning, growing, and interacting with some of the most passionate and talented people in the business. At the same time, you'll be helping people look and see their best.
The Eyecare Supervisor creates exceptional value in the lives of patients by delivering legendary eye care service. Ensures all patients receive the highest quality eye care and smooth transition to sales floor and the CEE process. Works with the total store leadership team to achieve successful store results by managing to the maximum expectations of the Standards of Performance guidelines.
MAJOR DUTIES and RESPONSIBILITIES
:Ensures Signature Eye Care Experience is delivered consistently to exceed NPS, Exam growth, Retention and OD sales.
:Models Signature Eye Care Experience behaviors in areas of patient scheduling, pretesting/assessment, and patient to customer transitioning.
:Consistently communicates the importance of an annual eye exam; delivers best in class TAB performance.
:Manages individual Customer Connections, i.e. NEE, Convergys, patient transitioning.
:Establishes effective patient flow based on total store labor model and assigns Pre:testers/Assessor to deliver the best patient flow.
:Responsible for efficiently and effectively ordering Contact Lenses to ensure timely delivery to patients.
:Supports store leadership team by monitoring and performing store operations to ensure compliance with all policies and procedures of Eyexam of California.
:Ensures all appointments are confirmed in 24 hours in advance, and any no show needs to follow up in 20 minutes.
:Ensures all the doctor office supplies are ordered regularly.
:Ensures Physician referral log is maintained in a timely manner.
:Audits all the doctor offices sales transactions daily.
:Ensures HIPPA log is maintained properly.
:Ensures compliance of department of Managed Healthcare: EOC, COMIA, HIPPA, and LAP.
:Oversees effective administration of patient records, contact lenses, and insurance claims (make sure all insurance claims were put into Eyenet correctly to avoid any delay on submitting the claims).
:Follows up with patient retention recalls and confirmation from NEE appointments along with overseeing proper TAB navigation.
:Ensures payroll and spiff for doctor office is inputting properly.
:Ensures Contact Lens inventory is done properly.
:Assists MOD to submit weekly reports in timely manner: Pre:booked report and internal/external chart audits.
:Responsible for training/certifying all new hired associates on pretest/ AccuExam assessment and Contact lens training.
:Observes and coaches on quality of AccuExam assessment and pretests.
:Coaches on how to present to patient about annual supply of Contact Lenses.
:Models the connection, and transition, between the exam and sales experience.
:Analyzes the office's performance using the DR Dashboard and makes recommendations to improve patient flow, NPS, and CEI results.
:Drives NPS indicators, patient retention, and exam growth.
:Assists in recruiting and selecting high caliber staff.
:Provides scheduling feedback to the store leadership team.
:Ensures all equipment is in good working order and required maintenance is performed and documented.
:Quickly responds to changes in store promotions with appropriate staff communications, graphics, and point of purchase materials.
:High School Graduate
:Previous customer service experience in reatil and/or optical
:Customer service oriented
• Location: East Bay
• Post ID: 81379277 eastbay