Optical Service Representative
@ Henry Ford Health

GENERAL SUMMARY:

Prepares and maintains schedule for Optical Service Representatives at a specific location and organizes and conducts training of new employees. Greets and directs patients in a friendly and efficient manner. Investigates and resolves patient inquiries concerning merchandise, service or billing in person or over the phone.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

· Investigates and resolves patient inquiries concerning merchandise, service or billing.
· Responsible for monthly rotating schedule for all OSR’s.
· Responsible for all training modules for new hires.
· Is proficient and is a resource person for Web Denis, Medicare/Medicaid certified to speak with agents.
· Is proficient and is a resource person for insurance verification to include co-pay and deductible verification.
· Is proficient and is a resource person for prescription entry for eyeglasses and contact lenses; follows medical triage guidelines for emergency cases.
· Supports management and sales team.
· Effectively maintains multiple phone lines while utilizing proper telephone etiquette.
· Turns information inquiries into scheduled appointments.
· Accurately and efficiently schedules appointments, completes and maintains patient electronic medical records. Accurately and consistently maintains the cash drawer and sales ledger.
· Explains Ocular Corneal Tomography to all patients over the age of 18.
· Performs entry into HFO’s point of sale system.
· Performs prescription entry for eyeglasses and contact lenses.
· Follows medial triage guidelines for emergency cases.
· Communicates prescription information with pharmacies. Places order and ships to patient.
· Interprets doctor’s prescriptions and answers customer questions. Suggests products and enhancement to address specific prescription questions.
· Answers basic and complex customer questions or concerns. Has an understanding of the products and services that are available to customers.
· Demonstrates a desire to create value for customers and exceed customer expectations.
· Handles multiple customers effectively with tact and a sense of urgency. Redirects customers to appropriate source if necessary.
· Works closely with all departments to coordinate services.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

· Requires high school diploma or GED.
· Requires basic math skills.
· Computer experience preferred.
· Previous clerical experience, retail or hospitality experience and optical experience required.
· Requires excellent customer service skills, must be professional, courteous and a team player.
· Leadership experience preferred.
· Completion of all required training courses as directed by Henry Ford OptimEyes.
· Must have the ability to stand, reach and bend for extended periods of time during shift.
· Must have the ability to multi-task and answer multi-lined phones.
· Must meet or exceed core customer service responsibilities, standards and behaviors as outlined in the HFHS’ Customer Service Policy.
· Must practice the customer skills as provided through on-going training and in-services.

WORKING CONDITIONS:

Works in a retail optical environment. Evening and weekend hours required.