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