Lead Clinical Assistant

Summary:

The Lead Clinical Assistant is primarily responsible for helping ensure a great patient experience by preparing the patient for their examination (remote and/or onsite), completing pre-exam diagnostics test, and explaining each step of the process. Act as a liaison between our patients and Optometrists and participate in the initial steps of a patient journey. In additional, the Lead Clinical Assistant is responsible for assisting stores within the territory with hiring, training and development, and peer and chart review of Clinical associates. In conjunction with the Lead Doctor, the Lead Clinical Assistant will provide coaching and training to clinical support staff on standards of care and efficiencies.

Pay Class and Pay

Pay Class: Full Time

Pay: $15.81- $20.95 Per hour

Essential Responsibilities:

Clinical Support Responsibilities:

1. Assist the doctor with patient care and eye examinations.
2. Clearly explain the preliminary testing process to patients, administer each test, and accurately document the results in EMR.
3. After exam, transition the patient to a retail associate, conveying the recommendations of the doctor to the retail associate.
4. Schedule appointments and manage exam books according to Company guidelines, call appointments in accordance with company policy to confirm time. Contact no shows and cancellations, complete nightly patient readiness tasks.
5. Have a basic understanding of MVC plans and be able to articulate plan benefits to patients.
6. Preauthorize insurance in accordance with standard operating procedures.
7. Maintain patient flow to allow for doctor effectiveness.
8. Answer patients' clinical questions in person and over the telephone. Triage ocular emergencies. Schedule annual eye exams.
9. Maintain complete and accurate patient records according to Company standards.
10. Instruct patients on the insertion, removal, cleaning, care, and proper handling of their contact lenses.
11. Place diagnostic contact lens orders for patients and stock. Notify patients when their contact lenses are available for dispensing.
12. Have a working knowledge of contact lens brands and parameters. Accurately pull contact lenses trials when requested by the doctor.
13. Clean and maintain equipment in the pretesting room and exam lanes; cover equipment nightly.
14. Maintain clinical supplies and ensure inventory is not expired.

Lead Responsibilities:

1. Works at each location at least once annually and observes patient flow and provides input to maintain efficiencies and promote best practices. Acts as an ambassador and leads by example.
2. Develop and maintain a good working relationships and regular communications with clinical support staff, Lead Doctor, General Manager, and Territory Director.
3. Assist store GMs with hiring, onboarding, training and development inclusive of CS certification, and peer and chart reviews of clinical associates.[RP1]
4. Responsible for conducting training with team to ensure completely cross trained between pretest and clinical functions.
5. Conduct touch bases with Lead Doctor, General Manager, TD, and staff to review and strategize business goals, Company communications, and best practices to enhance patient care.
6. Travel to locations and provide coaching and training to associates to manage patient flow, pretest, offer retinol imaging, accurately document medical records, complete confirmation calls, verify insurance, and manage contact lens inventory with excellence.
7. Use sound judgment to remove obstacles and find resolution in the patient/customer experience.
8. Execute compliance of company learning initiatives among multiple teams.
9. Participates in Telemedicine and specialized trainings and support in the execution of all responsibilities assigned to Telemedicine.
10. Ability to work flexible schedules to meet changing business demands to include traveling to other locations.

Education:

• Two (2) year of related experience
• Medical Office/business professionalism required
• Optical or Healthcare background preferred

• HS diploma, GED or equivalent related job experience

Behavioral Characteristics:

• Patient advocate
• Excellent customer service skills

• Ability to initiate immediate interaction, coordination, and collaboration with patients and team members
• Ability to communicate clearly and effectively with other associates and patients

• Detail orientated and well organized

• Energetic and self-motivated
• Team player
• Excellent problem solving ability
• Ability to multi-task

• Exhibit empathy in all interactions

• Ability to read, analyze and interpret documents
• Outstanding oral and written communication skill
• Ability to accurately and efficiently enter data into systems

• Proficient with retail math

Reasoning Ability

• Make independent decisions supported by brand objectives

Additional Responsibilities

• Travel between stores

• Must have own vehicle and be an insured, licensed driver in current state of residence

Physical Demands/Work Environment:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the associate is frequently required to sit, use hands to finger, handle or feel, and talk or hear. The associate is frequently required to stand, walk, and reach with hands and arms. The associate must frequently lift and/or move up to 20 pounds. Required repetitive motion of sitting and using hands to finger and feel. The noise level in the location is moderate (use of computers, printers and machines).