Agent 2, In-House Service

Sales Support Representative II

8:30-5 and one night 9:30am-6:00pm EST *** Remote roles - must have high speed WiFi connection and place to setup home office Pay Rate $14 Bill Rate $17.78 OT Bill Rate $24.78

POSITION PURPOSE

To obtain the necessary documentation from physicians to substantiate a patient's need for medical supplies for submission to their insurance.

PRIMARY DUTIES AND RESPONSIBILITIES

• Professionally contact physician office staff via phone, fax, and/or e-mail in order to obtain medical documentation
• Develops and maintains knowledge in Medical Supplies and/or Insurance Guidelines
• Ability to identify and professionally resolve customer service related issues
• Works in conjunction with Sales Ops to identify and support customer service related initiatives as defined by company goals and objectives
• Meets or exceeds daily, weekly, and monthly inbound or outbound call goals in conjunction with productivity measurements as communicated by their direct supervisors
• Adhere to phone activity/compliance standards to include Medicare guidelines, HIPAA, ACW, and minimum call volumes.
• Track daily production and submit daily sales logs to direct supervisor
• Ability to work within Special Projects, Progress Notes, and/or Service Tickets Team as business needs may indicate

ANCILLARY DUTIES AND RESPONSIBILITIES

• Fosters positive interactions for physician's office staff with Liberator Medical Supply, Inc. to aid in the facilitation of continued long term working relationships
• Maintain a positive work atmosphere that embodies Liberator's philosophy-Professional excellence, teamwork and integrity.
• Performs other duties and tasks as assigned

REPORTING RELATIONSHIP RESPONSIBILITIES

No supervisory responsibilities

MINIMUM REQUIREMENTS OR QUALIFICATIONS

a. Education/Experience: Level 2: High School Diploma or general education degree (GED); 2-3 years prior Medical Industry experience with call center or customer service and/or 12 months-18 month prior exp. as an SS 1 representative with a minimum performance level of "meets expectations."

b. Skills:

• Language: Ability to read, analyze, and interpret medical supply publications, technical procedures, and/or training tools. Ability to write internal and external business correspondence. Ability to effectively present information and respond to questions from management, team members, and/or customers.
• Math: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages. Ability to apply intermediate math skills.
• Reasoning: Ability to solve practical problems and deal with a variety of variables. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Advanced analytical reasoning to include ability to forecast exponentials within work flow processes and reason against outside factors.
• Computer: Knowledge of Microsoft Office Applications, Access or other database software.
• Telecommunications: ability to utilize or knowledge of call center telecommunications software

c. Licensure or Certifications required: No certifications required

WORK REQUIREMENTS

Ability to work some evening shifts, weekends, and overtime as needed

PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to walk, sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 10 lbs.

WORK ENVIRONMENT

While performing the duties of this position, the employee performs tasks in a temperature controlled office environment under normal office conditions. The noise level in the work environment is usually moderate. The work environment involves minimal exposure to hazards or physical risks, which require following basic safety precautions.