Optical Service Rep

Job Description

GENERAL SUMMARY:

As an Optical Service Representative, you'll be the welcoming face of our practice—greeting patients with warmth and professionalism while delivering exceptional service that keeps them coming back. You'll be the bridge between our clinical team and our patients, turning inquiries into meaningful interactions and ensuring every customer feels valued and heard. This role offers the perfect blend of patient engagement, problem-solving, and operational excellence in a fast-paced healthcare environment.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Deliver outstanding first impressions by greeting patients in a friendly, professional manner and efficiently directing them through their visit.
• Master multi-line phone management with excellent communication skills, converting patient inquiries into scheduled appointments and building lasting relationships.
• Expertly schedule appointments and maintain accurate electronic medical records, ensuring seamless patient experiences from booking through follow-up.
• Manage cash drawer and sales ledger with precision, maintaining accuracy and accountability in all financial transactions.
• Educate patients over 18 on Ocular Corneal Tomography, demonstrating your knowledge and building patient confidence in our services.
• Execute accurate prescription entry for eyeglasses and contact lenses using our HFO Point of Sale system, with attention to detail and efficiency.
• Interpret prescriptions and provide expert guidance to patients, suggesting tailored products and enhancements that address their specific vision needs.
• Coordinate with pharmacies and manage prescription fulfillment, including order placement and direct shipping to patient locations.
• Handle complex customer inquiries with tact and urgency, demonstrating deep product knowledge and a commitment to exceeding expectations.
• Apply medical triage guidelines to identify and appropriately escalate emergency cases.
• Collaborate across all departments to coordinate comprehensive patient services and support team success.
• Leverage expertise in Web Denis and Medicare/Medicaid certification to navigate insurance requirements and maximize patient benefits.

Qualifications

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.

Additional Information

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