Job Description
Job Description
Clinical Services Manager
Reports to: Brand Manager
Location: On-site store location
Are you passionate about training and coaching team members to deliver a remarkable patient experience? Are you a role model and leader who advocates for your sales team? You will ensure patients receive quality care by ensuring the store team that provides clinical services follows operational processes and meets daily goals.
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, communicating proactively, and staying open-minded to new ideas.
- Accountability: We see accountability as taking initiative, doing our best in all we do, accepting responsibility for our actions, and owning 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 that support the company's vision, showing appreciation for others, and caring for the individuals we serve.
Key Qualifications:
- At least 2 years of sales management experience or clinical leadership experience.
- An associate’s degree or advanced certification beyond a high school diploma, or currently enrolled in a comparable program.
- Strong communication skills and ability to work in a fast-paced, team environment.
- Passion for exceptional customer/patient care and a willingness to mentor and train others.
- Flexibility to adapt to changing business and schedule requirements.
- Knowledge of MS Word, Google Docs, and other basic office tools.
- Optical or clinical experience preferred, but not required.
Duties & Responsibilities: As a Clinical Services Manager, you will work closely with the Brand Manager to supervise and support the store team in meeting clinical goals, with guidance from the Clinical Operations Department. You will also often serve as Manager on Duty to support overall store goals and the store’s 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 an 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, including but not limited to Diagnostic Pre-Testing, Local Mode and Digital Refraction, Contact Lens care, and execution of all PEG clinical standards.
- Ensure all training guidelines, procedures, protocols, certification requirements, and clinical standards developed by the Physicians Eyecare Group are 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 protocols for patient contact lens orders and diagnostic contact lens trials, and maintain diagnostic lens inventory weekly or as needed.