Customer Liaison

GENERAL SUMMARY: Assists customers with questions or concerns that relate to their overall satisfaction through their experience and service within Optimeyes while providing support to the management team with day-to-day operations. The Customer Liaison is cross-trained in all areas of Optimeyes, including Customer Service Representative, Eyewear Consultant, Optometric Assistant, and Dispenser in order to assist customers in any facet of the business by being an advocate for the patient. PRINCIPAL DUTIES AND RESPONSIBILITIES: Direct and advise customers in a friendly and efficient manner, and investigate and resolve customer inquiries concerning merchandise, service or billing. Accurately and legibly record patient information and appointments for eye examinations and eye care orders. Accurately design, measure, fit, and adapt lenses and frames for patients according to written optical prescription. Adjust frame and lens position to fit patient. May shape or reshape eyewear. Problem solve patient and employee issues when they arise. Support management with general office operations when necessary. Supports the sales team Independently open and close the office Act as an ambassador between OptimEyes and the customer to meet customer needs. Monitor and resolve any customer issues and survey issues Outreach to local businesses and HFHS Medical Centers to promote OptimEyes. Prepare daily communication or Huddle to staff. KNOWLEDGE, SKILLS AND ABILITIES REQUIRED: High School Diploma or G.E.D. required Previous optical experience and knowledge required Previous retail or hospitality experience required Requires computer knowledge Must have advanced knowledge of all operational supporting systems used within OptimEyes including Acuity Logic, eEHR, and insurances. Requires successful completion of required Henry Ford Optimeyes training courses 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. Must possess the following personal qualities: WORKING CONDITIONS: Works in a retail optical environment. Requires evening and weekend hours. Additional Information Organization: Community Care Services Department: HF Optimeyes Westland SVC Stor Shift: Rotating Union Code: Not Applicable Additional Details This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above. Overview Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers . Benefits The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits. Equal Employment Opportunity/Affirmative Action Employer Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is committed to the hiring, advancement and fair treatment of all individuals without regard to race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height, weight, marital status, family status, gender identity, sexual orientation, and genetic information, or any other protected status in accordance with applicable federal and state laws.