Follow these four ‘Ds’ for success

The success of our multigenerational contact lens specialty practice is largely attributable to the professionalism, dedication, and cohesiveness of our contact lens technicians. They approach the demands of rapid and precision-oriented multitasking with a positive, empathetic, and ownership attitude. So, how did they get that way?

Here, I share the four “Ds” to developing a model contact lens technician.

1 DETERMINE THE ‘RIGHT’ CANDIDATE

We have identified subsets of personality traits, prior life and work experience, and educational background that have proven predictive of successful hiring, training, and employee retention.

Specifically, we seek individuals who demonstrate a friendly and outgoing demeanor, a background in retail and/or customer service, a science-focused education, and/or prior experience in a health care setting.

2 DEFINE THE ROLE

I have found that having a well-defined job description, and itemizing all responsibilities and skills for each role in the practice is essential to assimilating and coordinating an effective team. Doing so ensures there is no question regarding responsibilities and expectations.

Our contact lens technicians wear many hats, including pre-tester, insertion-and-removal trainer, diagnostic lens applicator, point-of-care tester and treatment assistant, contact lens-ordering and pharmaceutical sampling “clerk,” industry representative intermediary, patient advocate, and doctor liaison.

3 DEMONSTRATE WITH POSITIVITY AND REPETITION

I have discovered it’s important to tailor the training to the individual’s learning style, retention capacity, and level of prior experience. For example, seasoned techs train new, inexperienced contact lens technicians in two skills a week, beginning with operating devices, such as an autorefractor and a topographer, used on virtually all patients. Also, the seasoned techs detail the purpose of the testing, and how it relates to the contact lens evaluation and fitting. (We have found that it’s best to assign just one or two trainers to ensure a consistent approach. This promotes a more personal and collegial experience for the new hire, and fosters a sense of pride and mentorship in our trainers as well.)

Through repetitive practice via role playing, the new contact lens technicians acquire facility with proper patient instruction and communication. For example, at the training’s end, they can explain to patients that the autorefractor provides information related to the approximate prescription.

4 DEVOTE TIME AND RESOURCES

While the nuts and bolts of the training process occur within the first three months of hiring, education of our team is an on-going process. I have found that “Lunch and Learns” provided by equipment and product representatives, tech attendance at conferences, and virtual training and certification courses are all excellent resources for continued and advanced training. We benefit from the contact lens technician’s acquiring specialized skills, such as performing gross observation and initial evaluation of a diagnostic scleral lens vault. They value the opportunity for professional growth.

THE REWARDS

Having well-trained contact lens technicians enables us to care for more patients without sacrificing quality of care or efficiency. Our team is justly rewarded daily by patients’ expression of gratitude for their excellent care. OM

DR. RESNICK is president and managing partner at Drs. Farkas, Kassalow, Resnick, and Associates, a contact lens and anterior segment specialty practice in New York. She is a diplomate in the Cornea, Contact Lens, and Refractive Technology section of the AAO, a diplomate of the ABO, and a fellow of the Scleral Lens Education Society.