Practice Playbook · Staffing
The Dry Eye Champion
Every dry eye program that works has one thing in common: a single person who owns it. Not a committee, not the doctor in spare moments, one Champion who runs the workflow, the inventory, and the follow-through. This is the role that turns good intentions into a working program.
Key Takeaways
- Assign one owner. The single biggest reason dry eye programs stall is that nobody is responsible for them.
- The Champion is usually existing staff, often a technician or optometric assistant, not a new hire.
- They own the workflow, the inventory and reorder, the RescueLink handoffs, and patient follow-through.
- Pick for organization and patient rapport, then give them protected time and clear authority.
- With a Champion, the program runs without constant doctor attention; without one, it quietly dies.
Quick Answer
Name one person, usually an existing technician or assistant, to own the dry eye program end to end: keeping the chairside workflow consistent, managing the starter shelf and reorders, running the RescueLink handoffs, and following up with patients. Choose for organization and patient rapport, give them protected time and the authority to run it, and the program stops depending on the doctor remembering to push it. A Champion is what makes it a system instead of a side project.
What the Champion Owns
Four responsibilities. Together they are the whole operating layer of the program.
Consistency
The Workflow
Keeps the ask-test-treat-handoff sequence running the same way for every patient and every staff member.
Supply
Inventory and Reorder
Watches the starter shelf, reorders fast movers before they run out, and decides when to stock something new.
Handoff
RescueLink
Sends plans, sets up auto-ship, and makes sure no patient leaves without their regimen in hand.
Retention
Patient Follow-Through
Tracks follow-ups, checks in on adherence, and keeps treated patients from drifting away.
Who to Pick, and How to Set Them Up
| Look for | Then give them |
|---|---|
| Organized and detail-oriented | Protected time on the schedule to run the program |
| Warm and trusted by patients | Clear authority over the shelf and the workflow |
| Comfortable with a simple tech tool | Training on RescueLink and the chairside sequence |
| Genuinely interested in the role | A way to see the program's results so the work feels worth it |
Dry eye is a chronic condition managed as an ongoing, staged process with regular follow-up rather than a single visit (TFOS DEWS III), which is precisely why a designated owner keeps patients on track over time.
Give Your Champion the Right Tool
RescueLink is built to be run by staff. Your Champion can send plans, set auto-ship, and manage handoffs in seconds, with the recommending relationship staying in your practice. It is free for providers and activates in minutes.
DER Clinical Pearl
The Champion does not need to be the most clinical person on your team. They need to be the most reliable. Ownership and follow-through matter more than expertise, because the doctor still makes the calls. Pick the person who finishes what they start.
Frequently Asked Questions
Do I need to hire someone new?
Usually not. The Champion is typically an existing technician or assistant given ownership and protected time, not a new headcount.
Why does the program need one owner?
Because shared responsibility means no responsibility. A single owner is the difference between a program that runs and one that fades after a few weeks.
What exactly does the Champion do?
They keep the workflow consistent, manage inventory and reorders, run the RescueLink handoffs, and follow up with patients. The operating layer, end to end.
Should the doctor be the Champion?
Rarely. The doctor makes the clinical calls, but the operating role works best delegated to staff with protected time for it.
How do I choose the right person?
Pick for organization, reliability, and patient rapport over clinical depth. Then give them authority and a way to see the results.
How much time does the role take?
It scales with the program. Early on it is a few protected slots a week; as the base grows, it becomes a defined part of their role.
How do I keep the Champion engaged?
Show them the program's results and recognize the role. People stay invested when they can see their work moving patients and the practice.
What tools does the Champion need?
A simple chairside checklist and RescueLink. For onboarding help, reach providers@dryeyerescue.com or (561) 468-8747.
Give the Program an Owner
Browse the catalog to equip your Champion, or activate RescueLink so they have the tool the role runs on.
Continue through the Dry Eye Practice Playbook
Part of the Dry Eye Practice Playbook. Operational guidance only; staffing and roles depend on your practice. Dry Eye Rescue is a distributor of medical supplies and over-the-counter products.