Optical Service Rep

At Henry Ford Health, we're committed to advancing health and improving lives for the millions of people we serve across Michigan and around the world. As one of the nation's leading academic health systems, we provide a comprehensive continuum of care that includes primary and preventive services, specialty and complex care, virtual care, pharmacy, home health, eye care, health insurance, and more. With 12 hospitals and hundreds of ambulatory care locations, including former Ascension Southeast Michigan and Flint Region facilities, our growing network expands access to exceptional care in the communities we serve.
Headquartered in Detroit, Henry Ford Health is helping shape the future of healthcare through the transformative Future of Health: Detroit initiative, a $3 billion investment that is redefining our academic healthcare campus and advancing innovation, research, education, and community impact.
Our work is grounded in purpose, collaboration, and belonging. We empower team members to grow their careers, contribute innovative ideas, and make a meaningful difference every day. Whether you're caring for patients, supporting operations, conducting research, or driving new solutions, you'll be part of a team united by a shared mission: delivering exceptional care, advancing health outcomes, and building healthier communities for all.

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.

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