Erica Ellis, an optician at Lakefront Eyecare in New Orleans, Louisiana, has built her career on two core principles: dedication to the craft and connection with patients. Starting her journey with a corporate-affiliated practice as a manager, Ellis gained invaluable experience that would shape her future role at Lakefront Eyecare, where she wears multiple hats and has developed a reputation for solving challenges others might avoid. One key aspect that sets Ellis apart is her ability to build rapport with patients while handling every aspect of their optical care.
For Ellis, the six years she spent with the corporate optical taught her to adapt quickly and confidently. She managed sales associates, worked with doctors and even handled repairs—all of which are skills she continues to apply in her current role. But beyond technical skills, what really resonates in her work is the connection she forges with patients, which has proven to be a cornerstone of her success at Lakefront Eyecare.
SEEING PROBLEMS, FINDING SOLUTIONS
Ellis’ years of hands-on experience repairing frames became a defining feature of her career. At her first location, she honed her repair skills under the guidance of mentors and lab managers, which prepared her for the unpredictable challenges she would later face at Lakefront Eyecare.
“People walk in needing repairs all the time,” Ellis explains. “Sometimes it’s just a screw that needs tightening, but other times it’s a bigger challenge.”
One memorable case involved a patient who came in with a vintage frame—a Tura design from the 1960s—that had been declared unrepairable by another practice. The challenge was figuring out if these frames could even accommodate new lenses. After careful evaluation and a few delicate maneuvers, she successfully replaced the lenses and preserved the integrity of the vintage design.
TRANSPARENCY BUILDS TRUST
Ellis emphasizes the importance of openness when discussing patient options, especially when it comes to insurance and the cost of lenses. She learned early in her career that patients want to feel they are making informed decisions, and that starts with clearly explaining what their insurance covers—and what it doesn’t.
“It’s not about upselling,” she says. “It’s about making sure patients know their options and helping them understand what they really need. Yes, your insurance covers these frames, but are they the best option for your lifestyle? Does it protect your eyes the way it should?”
She encourages patients to ask questions and works closely with them to decide whether features like blue light protection or antiglare coatings are necessary. Her approach helps patients feel confident in their choices, which in turn builds trust.
“These are your eyes—don’t skimp!” Ellis adds, emphasizing the importance of making sure patients feel comfortable with their co-payments, knowing that they are investing in their vision.
BUILDING ENGAGEMENT
In a two-person practice like Lakefront Eyecare, Ellis plays a pivotal role in patient interaction. She and optometrist Melissa Dugan, OD, have developed a smooth handoff system that allows them to provide personalized care. When Dr. Dugan finishes an exam, Ellis steps in, ready to discuss the patient’s eyewear options based on the doctor’s recommendations.
“Most people want help,” Ellis says. “They want to hear your thoughts and opinions, especially in a setting like this where we work closely together. I don’t stay behind the desk—I’m out on the floor, engaging with them.”
This connection helps solidify the patient-provider relationship. For Ellis, it’s not just about selling eyeglasses— it’s about understanding the patient’s needs and providing tailored solutions. She stresses that this personal connection is critical to winning over patients and retaining them.
“Speaking with confidence is how you win patients over,” she says. “They trust you when they know you’ve taken the time to understand them.”
ALWAYS LEARNING AND GROWING
Despite her wealth of experience, Ellis remains committed to learning and evolving in her field. She often consults resources like YouTube channel Laramy-K Optical to refresh her knowledge when needed. In a small practice where she often works alone, Ellis takes advantage of every opportunity to learn.
“With downtime, I’ll search online for the latest advancements in the field or refresh my knowledge on our insurance plans. Anytime you have the chance to gather knowledge, take it,” she advises.
For Ellis, staying current and being adaptable are just as important as her technical skills. By continuously improving herself, she not only enhances her own practice but also strengthens the bond she shares with her patients.
See more optician stories from WO here.
Find Dr. Dugan and Lakefront Eyecare on Instagram @lakefront_eyecare, on Facebook, and online at lakefronteyecarenola.com.