Henry Ford Health System
Location
Troy, MI | United States
Job description
GENERAL SUMMARY:
Assists customers with questions or concerns that relate to their overall satisfaction through their experience and service within Optimeyes while providing support to the management team with day-to-day operations. The Customer Liaison is cross-trained in all areas of Optimeyes, including Customer Service Representative, Eyewear Consultant, Optometric Assistant, and Dispenser in order to assist customers in any facet of the business by being an advocate for the patient.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Direct and advise customers in a friendly and efficient manner, and investigate and resolve customer inquiries concerning merchandise, service or billing.
Accurately and legibly record patient information and appointments for eye examinations and eye care orders.
Accurately design, measure, fit, and adapt lenses and frames for patients according to written optical prescription.
Adjust frame and lens position to fit patient. May shape or reshape eyewear.
Problem solve patient and employee issues when they arise.
Support management with general office operations when necessary. Supports the sales team
Independently open and close the office
Act as an ambassador between OptimEyes and the customer to meet customer needs.
Monitor and resolve any customer issues and survey issues
Outreach to local businesses and HFHS Medical Centers to promote OptimEyes.
Prepare daily communication or Huddle to staff.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
High School Diploma or G.E.D. required
Previous optical experience and knowledge required
Previous retail or hospitality experience required
Requires computer knowledge
Must have advanced knowledge of all operational supporting systems used within OptimEyes including Acuity Logic, eEHR, and insurances.
Requires successful completion of required Henry Ford Optimeyes training courses
Must meet or exceed core customer service responsibilities, standards and behaviors as outlined in the HFHS’ Customer Service Policy and summarized below:
Communication Ownership
Understanding Motivation
Sensitivity Excellence
Teamwork Respect
Must practice the customer skills as provided through on-going training and in-services. Must possess the following personal qualities:
Be self-directed
Be flexible and committed to the team concept
Demonstrate teamwork, initiative and willingness to learn
Be open to new learning experiences
Accepts and respects diversity without judgment
Demonstrates customer service values
WORKING CONDITIONS:
Works in a retail optical environment. Requires evening and weekend hours.
Additional Information
Organization: Community Care Services
Department: HF Optimeyes Troy SVS Store
Additional DetailsThis 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
Under the leadership of President and CEO Robert G. Riney, Henry Ford Health is a $6 billion integrated health system comprised of six hospitals, a health plan, and 250+ sites including medical centers, walk-in and urgent care clinics, pharmacy, eye care facilities and other healthcare retail. Established in 1915 by auto industry pioneer Henry Ford, the health system now has 32,000 employees and remains home to the 1,900-member Henry Ford Medical Group, one of the nation’s oldest physician groups. An additional 2,200 physicians are also affiliated with the health system through the Henry Ford Physician Network. Henry Ford is also one of the region’s major academic medical centers, receiving between $90-$100 million in annual research funding and remaining Michigan’s fourth largest NIH-funded institution. Also an active participant in medical education and training, the health system has trained nearly 40% of physicians currently practicing in the state and also provides education and training for other health professionals including nurses, pharmacists, radiology and respiratory technicians. visitHenryFord.com.Benefits
Whether it's offering a new medical option, helping you make healthier lifestyle choices or making the employee enrollment selection experience easier, it's all about choice. Henry Ford Health has a new approach for its employee benefits program - My Choice Rewards. My Choice Rewards is a program as diverse as the people it serves. There are dozens of options for all of our employees including compensation, benefits, work/life balance and learning - options that enhance your career and add value to your personal life. As an employee you are provided access to Retirement Programs, an Employee Assistance Program (Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness, and a whole host of other benefits and services. Employee's classified as contingent status are not eligible for benefits.Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative 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.Job tags
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