Optical Services Associate I - Spokane

In addition to the responsibilities listed below, this position is also responsible for providing Optical Services, independently, in alignment with general business initiatives; identifying methods to improve optimization of patient/member ratings of optical stores, eyeglass turn-around times, sales volume, and overall profitability; supporting team in implementing optical store sales strategies; collaborating with team to maintain and advance relationships with leadership teams and maintaining collaborations with internal stakeholders to enhance the customer experience and align performance standards; and providing feedback on buying and merchandising processes that to maximize sales and improve financial performance.

• Pursues effective relationships with others by proactively providing resources, information, advice, and expertise with coworkers and members. Listens to, seeks, and addresses performance feedback; provides mentoring to team members. Pursues self-development; creates plans and takes action to capitalize on strengths and develop weaknesses; influences others through technical explanations and examples. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; helps others adapt to new tasks and processes. Supports and responds to the needs of others to support a business outcome.


• Completes work assignments autonomously by applying up-to-date expertise in subject area to generate creative solutions; ensures all procedures and policies are followed; leverages an understanding of data and resources to support projects or initiatives. Collaborates cross-functionally to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports, identifies, and monitors priorities, deadlines, and expectations. Identifies, speaks up, and implements ways to address improvement opportunities for team.


• Ensures standardized care delivery by: organizing and disseminating program results; maintaining databases for the collection and storage of program operations data; analyzing clinical and patient files and records and escalating issues or concerns to senior staff; and collaborating with multidisciplinary clinical teams; utilizing comprehensive foundational knowledge of emergency preparedness programs; performing the teams emergency preparedness plans and knowing what is expected during and after an emergency; and maintaining awareness of implementation and delivery on objectives.


• Provides administrative direction(s) for day-to-day operations to support patient care by: organizing and participating in meetings related to program, team, and/or management decision making and following up on action items; monitoring and maintaining workflow reports including work schedules; maintaining departmental databases to create routine reports for program, team, and/or management decision making; supporting systems to track human resource management programs including orientation, education, training, and development; and preparing and delivering routine audit documentation, information, and reports.


• Provides member service and quality assurance by: promoting member satisfaction by independently ensuring the provision of a high level of quality of patient service and care, with minor review of work; implementing methods to measure member satisfaction with clinical and/or optical services, and utilizing the resulting feedback to improve member satisfaction; pursues the maintenance of the quality of care provided to members through an ongoing quality assurance program; and performing basic quality assurance for incoming and outgoing optical products.


• Contributes to improvements to operations and technology processes by: assisting with the collection of business requirements and developing project milestones for strategic projects designed to remediate issues and improve quality, service, affordability, and/or operating efficiency; conducting analysis on operations system processes in response to standard and non-standard errors to identify root cause of escalations and process issues; and implementing and monitoring performance metrics to track the success of strategic improvement projects.