- 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.
- 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.
- Organization: Community Care Services
- Department: HF Optimeyes Southfield SVC
- Shift: Rotating
- Union Code: Not Applicable
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Team Leader Optical Service Rep - Southfield, United States - Henry Ford Hospital
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Description
GENERAL SUMMARY:
Prepares and maintains schedule for Optical Service Representatives at a specific location and organizes and conducts training of new employees.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
WORKING CONDITIONS:
Works in a retail optical environment. Evening and weekend hours required
Additional Information