Team Leader - Optical Service Rep - Full Time - Southfield

Optical Service Representative

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 include:

• 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 include:

• 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 include:

Works in a retail optical environment. Evening and weekend hours required.