Summary:
To deliver consistent, high-quality patient and customer experience in a fast-paced environment encompassing retail, lab, and optometric services in order to support the key results of the organization. General Managers meet operational goals by ensuring the following responsibilities are implemented consistently, with an underlying commitment to the organization’s values, the patients and customers, office staff, and excellence in execution.
This position is responsible for:
- Fostering an office environment that is focused on consistently delivering exceptional patient/customer service
- Daily direct over-site of personnel and operations of the office, assigning specific tasks, duties, and schedules
- Keeping office staff up to date on required skills-based, policy, and procedure training
- Implementation of organization selling strategies
- Partnering with Marketing Manager to generate daily, weekly, monthly reports pertaining to sales, insurance, payroll, and staff
- Daily bank deposits and sending previous day’s close totals to the Accounting Team
- Ensuring staff benchmark performance meets or exceeds office goals
- Scheduling staff in accordance with payroll guidelines set by the Market Manager or upper management
- Primary point of contact for weekly payroll accuracy of the office staff
Technical Skills and Competencies:
- Excellent verbal and written communication skills
- Strong leadership, management, and team-building skills
- Strong analytical and computer skills
- Sound judgment, problem-solving and decision making
- Organizational skills
- Ability to perform all aspects in regard to optical prescriptions, measurements, product
- knowledge, adjustments, repairs, troubleshooting patient concerns, verify accuracy of orders
- Comprehension of vision and medical insurance
Organizational and Compliance Duties:
- Support implementation of new technology and equipment
- Schedule meetings with staff to ensure the organization’s policies and procedures are being communicated and adhered to
- Maintain compliance with the organization’s confidentiality policy in accordance to the Health Insurance Portability and Accountability Act (HIPAA)
- Monitor processes to ensure compliance with the organization’s policies and guidelines
- Inventory management: optical frames, lab, office supplies
- Maintaining and creating a safe, clean, organized and inviting environment for both patients/customers and staff by either assigned or assumed responsibilities
Leadership & Accountability
- Proven ability to lead a team while maintaining a positive, professional culture.
- Comfortable setting clear expectations, addressing performance concerns promptly, and following through on accountability.
- Must be willing to have difficult conversations rather than allowing performance or behavioral issues to continue.
- Leads by example and maintains consistent standards regardless of staffing challenges or daily circumstances.
Business & KPI Ownership
- Must be comfortable working with performance metrics and using data to make decisions.
- Responsible for understanding the story behind the numbers, not simply reporting them.
- Expected to monitor key metrics including revenue to goal, capture rate, RPR, refractions per day, optical performance, staffing/productivity, and other assigned KPIs.
- Able to identify root causes when performance falls below expectations and develop an actionable solution.
- Proactively brings concerns and proposed solutions to the Market Leader rather than waiting for direction.
- Maintains a strong focus on both patient care and the financial health of the clinic.
Optical & Patient Experience
- Optical experience strongly preferred; demonstrated ability to learn optical products and processes quickly may be considered.
- Comfortable coaching teams on needs-based recommendations, annual contact lens supplies, second-pair opportunities, lens options, and premium products.
- Understands that strong sales performance should come from patient education and identifying patient needs, not high-pressure selling.
- Able to coach the entire patient journey—from front desk to technician/doctor handoff to optical—to improve capture and patient experience.
Communication
- Excellent written and verbal communication skills.
- Email and Teams must be monitored consistently during working hours, with timely responses to leadership and team communication.
- Communicates concerns early—no surprises.
- Provides clear, concise updates that include the issue, root cause, actions being taken, owner, and expected result.
- Must be comfortable collaborating with doctors, staff, peers, and Market Leadership.
Operational Ownership
- Takes full ownership of day-to-day clinic operations, including staffing, scheduling, patient flow, training, inventory/optical operations, and performance.
- Able to prioritize independently and make sound decisions without requiring constant direction.
- Identifies potential problems before they become emergencies.
- Ensures employees are properly trained and follows up to verify that training translates into performance.
- Maintains appropriate staffing levels while remaining mindful of labor/productivity expectations.
Leadership Expectations
- Active participation in weekly L-10 meetings and leadership discussions.
- Comes prepared with meaningful issues and participates in IDS rather than simply giving status updates.
- Uses a Research ? Collaboration ? Solution approach: enter informed with facts, seek perspective when needed, and leave with measurable action.
- Accepts coaching and feedback and demonstrates the ability to implement changes quickly.
- Develops employees rather than simply completing tasks for them.
- Celebrates wins while maintaining high expectations for performance.
