Optical Service Representative-OptimEyes-Dearborn

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Admin Support (Non-Clinical)
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199507 Requisition #
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. 


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.

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 

     Overview

       Henry Ford Health System, one of the largest and most comprehensive integrated U.S. health

       care systems, is a national leader in clinical care, research and education.  The system includes

       the 1,200-member Henry Ford Medical Group, five hospitals, Health Alliance Plan (a health

       insurance and wellness company), Henry Ford Physician Network, a 150-site ambulatory

       network and many other health-related entities throughout southeast Michigan, providing a

       full continuum of care.  In 2015, Henry Ford provided $299 million in uncompensated care.

       The health system also is a major economic driver in Michigan and employs more than 24,600

       employees.  Henry Ford is a 2011Malcolm Baldrige National Quality Award recipient.  The

       health system is led by President and CEO Wright Lassiter III.  To learn more, visit HenryFord.com.

     Benefits

       Whether it's offering a new medical option, helping you make healthier lifestyle choices or

       making the employee enrollment selection experience easier, it's all about choice.  Henry

       Ford Health System has a new approach for its employee benefits program - My Choice

       Rewards.  My Choice Rewards is a program as diverse as the people it serves.  There are

       dozens of options for all of our employees including compensation, benefits, work/life balance

       and learning - options that enhance your career and add value to your personal life.  As an

       employee you are provided access to Retirement Programs, an Employee Assistance Program

       (Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness,                 and a whole host of other benefits and services.  Employee's classified as contingent status are not         eligible for benefits.    

      Equal Employment Opportunity/Affirmative Action Employer

        Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health System 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.

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