Bailey Kay

• Trained and mentored new technicians in ophthalmic phototherapy, equipment use, clinical procedures, and office workflows across cornea, retina, general ophthalmology, and glaucoma services.
  
  Conducted comprehensive visual acuity assessments and assisted with patient intake, medical history documentation, and electronic health record (EHR) management in compliance with privacy regulations.
  
  Prepared and maintained examination rooms and surgical instruments to ensure safe, efficient clinic operations.
  
  Educated patients on pre- and post-operative care to support optimal treatment outcomes.
  
  Collaborated with ophthalmologists and clinical staff to improve patient flow and efficiency in a high-volume clinic environment.

Led daily clinic operations, coordinating patient flow, technician assignments, and scheduling in a high-volume ophthalmology setting.

Performed and oversaw advanced ophthalmic diagnostics, including tonometry, visual fields, OCT, auto-refraction, slit lamp exams, pachymetry, IOL Master/Lenstar, and pre-/post-operative evaluations.

Trained, mentored, and cross-trained technicians, improving clinical competency, equipment proficiency, and workflow consistency.

Assisted ophthalmologists with minor procedures and laser treatments while enforcing sterile technique, safety protocols, and infection control standards.

Maintained accurate Epic EHR documentation and educated patients on diagnoses, medications, and pre-/post-operative care to enhance outcomes and satisfaction.

• Assisted in comprehensive ophthalmic care by performing diagnostic testing, including auto-refraction, slit lamp exams, tonometry (applanation/Tonopen), visual fields, OCT, Pentacam, pachymetry, IOL Master/Lenstar, A-scan, and phoropter evaluations.
• Supported glaucoma, cornea, cataract, and refractive patients through history taking, scribing, medication education, dilation, laser evaluations, and LASIK/PRK assessments.
• Managed patient intake, preparation, follow-ups, phone triage, and medication refills to ensure efficient clinic workflow and high patient satisfaction.
• Collaborated closely with ophthalmologists to execute treatment plans while maintaining accurate documentation tailored to physician preferences.
• Educated patients on eyewear options and post-operative care; improved inventory management to reduce supply shortages.

• Delivered exceptional customer service by providing personalized frame and lens recommendations, eyewear education, and vision benefit guidance to maximize patient satisfaction and value.
• Led, mentored, and evaluated opticians and staff, fostering a collaborative, high-performing team culture through training, onboarding, and professional development.
• Oversaw daily operations, including scheduling, workflow optimization, check-in/check-out, inventory management, and lens order processing to maximize efficiency.
• Managed budgets, monitored expenses, controlled costs, and analyzed sales and market trends to drive revenue growth and strategic product placement.
• Coordinated insurance claims, maintained accurate HIPAA-compliant records, and implemented quality control measures to ensure prescription accuracy and minimize errors or returns.
• Maintained an organized, visually appealing retail environment aligned with merchandising standards while strengthening referral relationships with healthcare providers.

• Led and coached a high-performing customer service team, improving response times, service quality, and customer satisfaction metrics.
• Monitored performance data, conducted quality assurance evaluations, and delivered targeted feedback and coaching to exceed service benchmarks.
• Resolved escalated customer issues using effective de-escalation strategies while preserving long-term client relationships.
• Analyzed customer feedback and survey results to identify trends and implement process improvements.
• Facilitated team meetings to review performance, share best practices, and drive continuous improvement initiatives.
• Supported hiring efforts by interviewing candidates and assisting management with staffing decisions.

• Delivered high-quality waxing services with a focus on client comfort, safety, and satisfaction through personalized consultations and treatment plans.
• Trained and mentored staff on advanced waxing techniques, hygiene standards, and product knowledge to maintain consistent service excellence.
• Managed scheduling, inventory, and workstation sanitation in compliance with health and safety regulations to ensure efficient daily operations.
• Promoted waxing services and referral initiatives to grow clientele and increase repeat business.
• Supported team development and business performance through onboarding, continuous education, and budget-conscious resource management.
• Increased salon revenue by 62% through upselling at-home products and providing excellent care.