Assistant General Manager

Assistant General ManagerPosition Summary

The Assistant General Manager (AGM) is a hands-on operational leader who partners with the General Manager to oversee the daily performance of a MyEyeDr. office. This position combines patient experience, team leadership, optical sales, healthcare operations, administrative execution, and financial accountability.

The AGM helps ensure the office runs efficiently from open to close while supporting doctors, associates, and patients throughout the entire visit. The ideal candidate is comfortable leading people, solving problems in real time, coaching performance, working directly with patients, and taking ownership of operational results.

This is not a back-office management position. The AGM is expected to be visible on the floor, understand each area of the operation, and step into the workflow wherever leadership is needed.

Key ResponsibilitiesLeadership & Team Development

• Partner with the General Manager to lead the day-to-day operation of the office.
• Provide direction, coaching, feedback, and real-time support to Patient Service Coordinators, Optometric Technicians, Eyewear Consultants, and other associates.
• Help onboard and train new associates while reinforcing established operating procedures and service expectations.
• Identify performance and training gaps and provide appropriate coaching.
• Promote accountability, teamwork, professionalism, and a patient-first culture.
• Assist with staff scheduling, daily assignments, coverage planning, breaks, and workflow management.
• Help maintain an engaged, productive team capable of operating effectively during high-volume periods.

Patient Experience & Office Flow

• Ensure patients are welcomed promptly and receive a professional, efficient experience throughout their visit.
• Monitor patient flow between check-in, pretesting, the doctor, optical, and checkout.
• Identify delays or bottlenecks and redistribute team resources as needed.
• Assist with patient concerns and service recovery while working to retain patient trust and business.
• Support appointment management, confirmations, cancellations, no-shows, walk-ins, and schedule recovery.
• Partner with doctors and team members to maintain efficient clinical and optical workflows.

Sales & Business Performance

• Support achievement of office revenue, productivity, and patient-retention goals.
• Coach associates on uncovering patient needs and making appropriate eyewear and contact-lens recommendations.
• Help drive conversion, multiple-pair opportunities, annual contact-lens supply purchases, lens enhancements, protection plans, and other applicable products and services.
• Review office performance and identify opportunities to improve execution.
• Help ensure associates understand promotions, insurance benefits, pricing, and available patient options.
• Balance strong business performance with an excellent patient experience.

Eyewear, Contact Lens & Lab Operations

• Help oversee eyeglass and contact-lens orders from point of sale through delivery.
• Monitor work-in-process and outstanding orders and ensure issues are addressed promptly.
• Support use of Encompass, MyLink, insurance portals, and other approved systems required to process patient orders.
• Ensure orders requiring office intervention are identified and resolved.
• Help maintain an organized lab and ensure order documentation, trays, promise dates, and statuses are accurate.
• Ensure received eyewear is appropriately inspected and processed before patient notification.
• Follow up on delayed orders and ensure patients receive timely updates.
• Identify recurring order errors and coach associates to prevent future issues.

Insurance & Administrative Operations

• Support accurate insurance preparation, eligibility verification, benefit application, and documentation.
• Help associates resolve insurance-related issues and appropriately escalate exceptions.
• Reinforce accurate patient demographic, insurance, order, and payment information.
• Help prevent missed claims, unbilled services, incomplete orders, and avoidable patient balances.
• Maintain patient confidentiality and follow HIPAA, company policy, payer requirements, and established compliance procedures.

Financial & Operational Controls

• Assist with opening and closing procedures and ensure the office is prepared for the next business day.
• Help maintain accurate cash, payment, deposit, and transaction controls.
• Investigate operational discrepancies and escalate variances according to company procedure.
• Perform authorized manager functions within company systems when appropriate.
• Support inventory receiving, transfers, returns, merchandising, supply management, and inventory accuracy.
• Help maintain an organized, clean, safe, and professional environment.
• Ensure required daily and periodic operational tasks are completed and documented.

Management Coverage

In the General Manager's absence, the Assistant General Manager may be responsible for directing daily office operations, assigning priorities, supporting associates and doctors, addressing patient concerns, and ensuring essential operational processes are completed according to company policy.

Qualifications

• Previous experience in retail, healthcare, optical, hospitality, or another high-volume customer-facing environment.
• Demonstrated ability to lead, coach, and motivate a team.
• Strong customer-service and problem-solving skills.
• Comfortable working in a performance-driven environment with operational and sales goals.
• Strong organizational skills and ability to manage multiple priorities simultaneously.
• Comfortable learning and working across multiple computer systems.
• Strong written and verbal communication skills.
• Ability to exercise sound judgment when handling patient concerns, employee issues, financial transactions, and operational exceptions.
• Ability to work a flexible schedule based on office and patient needs.

Preferred Qualifications

• Previous supervisory or management experience.
• Optical, optometry, healthcare, or medical-office experience.
• Experience with insurance eligibility, healthcare administration, point-of-sale systems, inventory, or scheduling.
• Optical sales or eyewear experience.
• Experience coaching teams against measurable performance goals.

Prior optical experience is valuable but should not prevent a strong leader from being considered. Candidates with experience successfully leading teams in healthcare, retail, hospitality, banking, wireless, or other complex customer-facing environments may have highly transferable skills.

What Success Looks Like

A successful Assistant General Manager helps create an office where:

• Patients receive excellent and timely care.
• Doctors are supported by an organized and prepared team.
• Associates understand their responsibilities and receive consistent coaching.
• Appointments and available doctor capacity are effectively utilized.
• Patient orders are processed accurately and delivered on time.
• Outstanding orders and operational issues do not accumulate.
• Financial and inventory controls are consistently followed.
• Patient concerns are resolved quickly and professionally.
• The office meets or exceeds its performance goals.
• The General Manager has a dependable second leader capable of independently running the operation when needed.

The strongest AGM is not simply someone who can complete management tasks. It is someone who can see what the office needs, organize the team around it, solve problems before they become larger problems, and consistently improve both the patient experience and business performance.

Experience:

• Optical: 1 year (Required)

Work Location: In person