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