Associate II, Optical Services

In addition to the responsibilities listed below, this position is also responsible for ensuring work aligns with Optical Services business initiatives; implementing strategies to improve optimization of patient/member ratings of optical stores, eyeglass turn-around times, sales volume, and overall profitability; contributing to the application of optical store sales strategies; developing relationships with leadership teams and maintaining collaborations with internal and external stakeholders to enhance the customer experience and align performance standards; and applying strategies for buying and merchandising processes in order to maximize sales and improve financial performance.

• Promotes learning in others by proactively providing and/or developing information, resources, advice, and expertise with coworkers and members; builds relationships with cross-functional/external stakeholders and customers. Listens to, seeks, and addresses performance feedback; proactively provides actionable feedback to others and to managers. Pursues self-development; creates and executes plans to capitalize on strengths and develop weaknesses; leads by influencing others through technical explanations and examples and provides options and recommendations. Adopts new responsibilities; adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; champions change and helps others adapt to new tasks and processes. Facilitates team collaboration to support a business outcome.


• Completes work assignments autonomously and supports business-specific projects by applying expertise in subject area and business knowledge to generate creative solutions; encourages team members to adapt to and follow all procedures and policies. Collaborates cross-functionally and/or externally to achieve effective business decisions; provides recommendations and solves complex problems; escalates high-priority issues or risks, as appropriate; monitors progress and results. Supports the development of work plans to meet business priorities and deadlines; identifies resources to accomplish priorities and deadlines. Identifies, speaks up, and capitalizes on improvement opportunities across teams; uses influence to guide others and engages stakeholders to achieve appropriate solutions.


• Ensures standardized care delivery by: analyzing and reporting program progress to identify performance outcomes; maintaining databases for the collection, storage, and analysis of program operations data; coordinating and resolving patient care issues or concerns; partnering with multidisciplinary clinical teams; utilizing advanced knowledge of emergency preparedness programs; performing the teams emergency preparedness plans and knowing what is expected during and after an emergency; and providing recommendations to management and monitoring implementation and delivery on objectives.


• Provides administrative direction(s) for day-to-day operations to support patient care by: monitoring program, team, and/or management decisions and action items and communicating progress; developing, implementing, and maintaining workflow reports, including work schedules, to ensure service delivery and operational needs are met; managing departmental databases to create semi-complex to complex reports for program, team, and/or management decision making; implementing human resource management tracking programs including recruitment and selection; and delivering complex audit documentation, information, and reports; analyzing audit findings to drive operational behavior/change and/or ensure compliance/adherence to organizational workflows and regulatory requirements.


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


• Contributes to improvements to operations and technology processes by: gathering business requirements, executing workplans and communicating updates to management on strategic projects designed to remediate issues and improve quality, service, affordability, and/or operating efficiency; researching root cause of escalations, making recommendations, and implementing solutions to improve the performance of operations system processes; and contributing to the identification of performance metrics to monitor and establish the success of strategic improvement projects.