Tech Educator

Prism Eye Institute (PEI) has been serving the communities of North York, Brampton, Oakville/Mississauga and surrounding areas for over 50 years. In 2020 North Toronto Eye Care (NTEC) merged with Prism Eye Institute, to form Prism Group Holdings (Prism) and the largest Ophthalmology practice in Canada. In 2022, PEI further strengthened a partnership with Vision Group Canada (VGC) and is working to expand its footprint nationally. VGC operates over 50 clinics and 70 surgical facilities performing over 100,000 procedures annually. PEI is an internationally renowned institute with 5 facilities and 2 surgical centres, serving over 200,000 patients and perform 10,000 surgeries each year. Prism is a centre of excellence providing a full spectrum of eye care and recognized for handling some of the most complex eye diseases in the world.

We are currently looking for a Tech Educator (TE) to join our team at Prism West- Oakville and Brampton location. The Tech Educator is primarily responsible for the onboarding, training and continuous education of our technicians in all their capacities. The TE will support the Site Lead Admin and Tech Lead with effective leadership and management to ensure we exceed patients’ expectations and key operational and service standards are maintained. The TE will demonstrate effective role modelling through various mechanisms including but not limited to functioning as a front-line staff member at least 80% of the time when not training, planning etc. This role requires the candidate to work weekdays and occasional evenings and weekends as needed to support the team.

FUNCTIONAL/TECHNICAL RESPONSIBILITIES:

• Oversees and provides initial orientation and on-boarding for new team members as well as the ongoing re-training and refresher training and ensures each staff member is fully educated on their role, responsibilities, success measures, targeted training goals, and company values at all Prism locations in a defined region.
• Develops annual learning plans for technicians as a whole and/or subsets in conjunction with the SMPC.
• Schedules routine training workshops for technicians based on identified needs.
• Regularly perform Technician Checks-Quality checks to ensure protocols are being followed and to assist as needed.
• Partners with Site Lead and Tech Lead to ensure staff is adhering to policies, procedures and protocols outlined in the Floor Tech Procedure manual.
• Coaches and develops team members to ensure clinic effectively executes service principles and standards:  Recognizes gaps in the clinic’s ability to meet patient’s needs and coaches team members to take appropriate action.
• Actively searches for, identifies and responds and fully resolves patient concerns promptly; shares best practices regarding patient retention and service with other Site Leads so all can learn from concerns and solutions; always puts the patient’s first and models service and care standards.
• Supports SL/TL with day-to-day operations such as maintenance issues, staffing, equipment uptime.
• Effectively manages patient complaints in accordance with our policies and procedures, you will be required to proactively and reactively manage service concerns and issues raised by patients; it is your responsibility to provide support at any requested time or if a patient complaint has been escalated; patient complaints must be reported to Site Lead include any matters, threats to any staff, or formal complaints against staff/doctors; all instances of patient complaints must be appropriately documented in Oscar and shared in a timely manner with the SMPC.
• Ensure necessary documents e.g. statistics and incident reports are filled out in a timely manner and given to the SL/TL.
• Stay current on best-practices in the industry and transfers this knowledge across the organization
• Works closely with the GAASS team to ensure we are applying new strategies, techniques, knowledge, etc throughout our organization.
• Provides constructive feedback to TL and SMPC for staff semi-annual and annual performance reviews regarding staff performance issues, performance improvement plans and discipline and termination in accordance with our policies and procedures.
• Works with all Senior Managers and the Director of Operations on staff/work force planning, hiring, scheduling, attendance tracking, rewards and recognition and dealing with human resource issues.
• Collaborates with senior management team members to ensure the proper and complete initial setup/activation and continuous function and adequate planning and maintenance of administrative, medical and diagnostic systems and equipment.
• Ensures effective management of consumable supply inventories
• Provides and participates in regular weekly and monthly reporting and analysis to SMPC, including new hires training, current technician training reviews, diagnostic equipment maintenance and outcomes for all key indicators with clear solutions.
• Performs additional duties as assigned.

QUALIFICATIONS

• Minimum of five years of management in the eye care industry is preferred
• Minimum of two years experience working with patients and various diagnostic equipment
• Medical or Health Related University Degree is considered an asset
• Proven track record of meeting and achieving goals/targets
• Solid evidence of community outreach and involvement in health-related industries
• Flexible hours required occasional some weekends and evenings

COMPETENCIES

• Strong facilitator of change and learning; a confident style
• Strong industry knowledge and subject matter expert
• Strong communication skills; spoken, written, active listening, and comprehension communication skills
• Enthusiasm for lifelong learning
• Ability to assess employees and evaluate the outcomes of training
• Training Design Skills: design effective and engaging training programmes.
• Effective evaluator
• Patient and customer service focus
• Teamwork
• Problem Solving
• People Development
• Effective oral and written communication skills
• Conflict resolution, mediation and problem solving
• Time management and prioritization
• Project leadership/project management
• Diagnostic certification and Trainer certificate

Prism Eye Institute is committed to meeting the needs of all individuals in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code. Should you require accommodations during the recruitment and selection process, please contact Human Resources.