Optical Service Rep - Full time - Plymouth

Henry Ford OptimEyes; Plymouth (MI); On-site; USD 32,000 - 52,000; Full time

Job summary

Henry Ford OptimEyes is seeking a friendly front desk associate to greet patients, manage appointments, and handle in-person and phone inquiries.

You will process sales at the POS, support billing, and coordinate with optical departments to ensure smooth patient flow and accurate records.

Qualifications

• Must have customer service experience in a retail or service setting.
• Experience in optical environments is a plus.
• Strong organizational skills and ability to multitask in a busy front-desk setting.
• Basic math skills for handling transactions and routine reconciliations.

Responsibilities

• Manage multiple phone lines and convert inquiries into scheduled appointments.
• Accurately process sales transactions in the POS and maintain cash drawer.
• Explain ocular tomography and other optical services to patients aged 18+.
• Enter prescriptions for eyeglasses and contact lenses and coordinate with pharmacies.
• Answer customer questions, suggest products and address prescription questions.
• Coordinate with other departments to ensure smooth patient services.

Skills

Customer service

Retail experience

Basic math

Optical experience

Education

High School Diploma or GED

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.

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.

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