Optical Service Rep - Full time - Sterling Heights

Henry Ford Health System; Sterling Heights (MI); On-site; USD 42,000 - 54,000; Full time

Job summary

Henry Ford Health System in Sterling Heights is seeking an Optical Service Rep for a full-time role. You will greet patients, handle merchandise, service and billing queries, and process sales in the POS system while coordinating with other departments to ensure smooth patient flow.

The role requires a High School diploma, strong organizational skills, and prior retail or customer-service experience. Optical experience is preferred; training will be provided to ensure compliance with

Qualifications

• High School Diploma or GED required.
• Previous retail, hospitality, or customer service experience required.
• Previous optical experience preferred.
• Ability to organize and prioritize multiple tasks daily.
• Must complete all training courses as directed by Henry Ford OptimEyes.
• Maintain customer service skills through ongoing training.

Responsibilities

• Greets and directs patients in a friendly, professional manner.
• Investigates and resolves patient inquiries concerning merchandise, service, and billing.
• Completes and records sales transactions in the POS system and maintains cash drawer.
• Schedules appointments and maintains patient electronic medical records.
• Explains Ocular Corneal Tomography to patients aged 18+.
• Performs prescription entry for eyeglasses and contact lenses.
• Communicates prescription information with pharmacies and ships to patients.
• Interprets doctor prescriptions and answers customer questions.
• Coordinates services with all departments to support patient care.

Skills

Customer service

Organization

Phone etiquette

Sales/upselling

Basic math

Education

High School Diploma or GED

Job description

Optical Service Rep - Full time - Sterling Heights

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

Additional Information

• Organization: Community Care Services
• Department: HFO SS Administration
• Shift: Rotating
• Union Code: Not Applicable

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

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers .

The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.

Equal Employment Opportunity / Affiate 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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