Optical Service Rep - Full time - Westland

Company: Henry Schein
Location: Westland
Posted on: May 21, 2023

Job Description:

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.
  
  KNOWLEDGE, 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.
    
    Must meet or exceed core customer service responsibilities, standards and behaviors as outlined in the HFHS' Customer Service Policy and summarized below:
    
  • Communication
  • Ownership
  • Understanding
  • Motivation
  • Sensitivity
  • Excellence
  • Teamwork
  • Respect
    Must possess the following personal qualities:
    
  • Be self-directed
  • Be flexible and committed to the team concept
  • Demonstrate teamwork, initiative and willingness to learn
  • Be open to new learning experiences
  • Accepts and respects diversity without judgment
  • Demonstrates customer service values
    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
    
    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
    
    Under the leadership of President and CEO Robert G. Riney, Henry Ford Health is a
    
    $6 billion integrated health system comprised of six hospitals, a health plan, and 250+ sites
    
    including medical centers, walk-in and urgent care clinics, pharmacy, eye care facilities and
    
    other healthcare retail. Established in 1915 by auto industry pioneer Henry Ford, the health system
    
    now has 32,000 employees and remains home to the 1,900-member Henry Ford Medical Group, one
    
    of the nation's oldest physician groups. An additional 2,200 physicians are also affiliated with the
    
    health system through the Henry Ford Physician Network. Henry Ford is also one of the region's
    
    major academic medical centers, receiving between $90-$100 million in annual research funding and
    
    remaining Michigan's fourth largest NIH-funded institution. Also an active participant in medical
    
    education and training, the health system has trained nearly 40% of physicians currently practicing
    
    in the state and also provides education and training for other health professionals including nurses,
    
    pharmacists, radiology and respiratory technicians. 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 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 noteligible 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.

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