Team Leader - Optical Service Rep - Full time - Sterling Heights

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 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.