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Optical Operations Manager

2 months ago

Royal Oak, Michigan, United States Henry Ford Health System Full time
GENERAL SUMMARY:

Oversee all aspects of store operations, ensuring efficient management and resolution of patient inquiries and concerns within established protocols. Maintain accurate records and generate necessary reports. Analyze daily Key Performance Indicators to identify growth opportunities. Actively seek ways to promote and market the services within local communities while leading initiatives to enhance practice visibility. Collaborate closely with the Eye Care Services department.

PRINCIPAL DUTIES AND RESPONSIBILITIES:
  • Ensure that the highest level of customer service is delivered by all team members, aiming to surpass patient expectations.
  • Accountable for the financial success of the store, assisting in the review and management of budgets and financial objectives.
  • Collaborate with store managers to establish sales and profit targets aligned with organizational goals, leading initiatives to enhance office and team performance.
  • Work in partnership with the Director of Satellite Operations to devise strategies for performance enhancement. Participate in the hiring process to ensure adequate staffing levels, fostering an environment of empowerment and growth.
  • Conduct annual performance evaluations for staff, providing constructive feedback and coaching to enhance individual and team performance.
  • Assess employee strengths and development needs accurately, participating in tailored training initiatives and ensuring follow-up to reinforce desired behaviors and performance outcomes.
  • Disseminate company operating procedures to guarantee consistency and adherence to standard operating protocols.
  • Build strong community relationships to enhance the office's presence within the local industry.
  • Create value for patients by anticipating their needs and exceeding expectations, ensuring both personal and team responsiveness to patient requirements.
EDUCATION/EXPERIENCE REQUIRED:
  • High School Diploma or GED is required; an Associate's degree is preferred.
  • A minimum of two (2) years of experience in the optical field is necessary.
  • At least one (1) year of managerial experience is required, with a preference for knowledge of financial reporting.
  • Ability to effectively organize and prioritize daily tasks for self and team members to achieve objectives.
  • Demonstrated managerial, leadership, communication, and interpersonal skills are essential.
  • Completion of all mandatory training courses as specified by the organization is required.
CERTIFICATIONS/LICENSURES REQUIRED:
  • No specific certifications are required.
  • Must meet or exceed core customer service standards as outlined in the organization's Customer Service Policy.
  • Must consistently apply customer service skills as provided through ongoing training and development.
PHYSICAL DEMANDS/WORKING CONDITIONS:
  • Work is conducted in a retail office environment, with potential travel to various office locations.