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Henry Ford Health System Optical Service Representative, Team Leader- Troy in Troy, Michigan

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 directly ships to patient homes or businesses.

  • 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.

EDUCATION & EXPERIENCE

  • 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.

WORKING CONDITIONS

  • Works in a retail optical environment.

  • Evening and weekend hours required

    Overview

    Under the leadership of President and CEO Wright L. Lassiter, III, Henry Ford Health System 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. visitHenryFord.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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