An employee can go from good to great with the right coaching. You can take an employee who just met the requirements in patient service, and prod that individual to the next level of accomplishment, creating an employee who exceeds expectations. Now the executive vice president for professional strategies at Healthy Eyes Advantage, I last managed employees as the Optometric Medical Director at Bettner Vision, in charge of The Keratoconus and Scleral Lens Institute. I directly oversaw the clinic, which included an additional doctor, two full-time technicians and additional cross-trained staff, working as technicians when required. Here is a case study of how my team and I coached a new technician, who had potential, but was falling short. Coaching this employee to build her confidence and efficiency turned her into a success in our practice. Read More