Optical Service Rep

GENERAL SUMMARY:

Greets and directs patients in a friendly, professional and efficient manner. Investigates and resolves patient inquiries concerning merchandise, service, and billing in person or over the phone. Completes and records sales transactions accurately in HFO Point of Sale (POS) system. Works closely with all HFO departments to coordinate patients' services.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

* 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 medical triage guidelines for emergency cases.
* Communicates prescription information with pharmacies. Places order and directly ships to patient homes or businesses.
* Interprets doctor's prescriptions and answers customer questions. Suggests products and enhancements to address specific prescription questions.
* Answers basic and complex customer questions or concerns. Has an understanding of 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.
* Trained on Web Denis, Medicare/Medicaid certified to speak with agents.
* Works closely with all departments to coordinate services.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

* High School Diploma or GED required.
* Basic math skills required.
* Previous retail, hospitality, or customer service experience required. Previous optical experience preferred.
* Ability to demonstrate effective organization skills, prioritize multiple tasks and daily activities.
* Requires completion of all training courses as directed by Henry Ford OptimEyes.

Must practice the customer skills as provided through on-going training and in-services.

Must meet or exceed core customer service responsibilities, standards and behaviors as outlined in the HFHS' Customer Service Policy and summarized below:

* Communication Ownership
* Understanding Motivation
* Sensitivity Excellence
* Teamwork Respect

Must possess the following personal qualities:

* Be self-directed
* Be flexible and committed to the team concept
* Demonstrate teamwork, initiative and willingness to learn
* Be open to new learning experiences
* Accepts and respects diversity without judgment
* Demonstrates customer service values

WORKING CONDITIONS:

Works in retail optical environment. Must attend monthly staff meetings, before hours, to promote and build effective teams to insure everyone is committed to corporate goals. Requires evening and weekend hours.

Must be able to walk, stand and bend for extended periods of time

Additional Information

* Organization: Community Care Services
* Department: HF Optimeyes Westland SVC Stor
* Shift: Rotating
* Union Code: Not Applicable