Customer Service Representative

Job Description

Job Description

Company: Hattiesburg Medical Supply

Position: Customer Service Representative

Position Reports to : Customer Service Supervisor/Manager

Position Summary

As a Customer Service Representative, you are a direct point of contact for any patient, care giver, referral source, or commercial account that contacts us either in person, over the telephone or via the internet, to provide equipment and/or services. All CSRs must be able to interact with customers to provide information in response to inquiries about products or services and to handle and resolve any complaints. A CSR is to receive, qualify, and process, according to procedure, all customer orders in a timely, efficient, accurate, and courteous manner. A CSR is often involved in investigating and responding to customer inquiries regarding shipments, products, deliveries and complaints.

Requirements:

• High School Diploma or equivalent

• Previous experience in a Clerical or Customer Service environment

• Knowledge of Microsoft Office (Word, Excel) etc.

• Proficient general office skills (typing, computer, fax, filing, multiple phone line)

• Neat personal appearance with pleasing manner and interpersonal skills · Strong communication skills with capacity to make independent decisions · Medicare/Medicaid and insurance billing, bookkeeping or medical office experience preferred

Benefits we offer:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Aflac Products
• Paid Time Off
• Paid Holidays
• 401(K) with matching

Essential Responsibilities:

Have a comprehensive understanding of the following:

• All products we carry

• Companywide Policies, Procedures, Standards, Specifications, Guidelines and Training Programs

• Basic Brightree Functions

• Proper Intake Procedures

• Insurance Verification and Eligibility

• CMN Requirements and Prior Authorizations.

• Documentation Requirements of the Equipment

• Patients’ Financial Responsibilities (Deductible, Co-Insurance, Co-Pay, ABN/Upgrade)

• Difference Between Verbal, Written and WOPD orders

• Complaint Resolution Procedures

• Answers the telephone using the company’s professional greeting and taking complete, accurate and detailed messages. Transfers callers to appropriate person or voice mail number.

• Greet all visitors coming in on their arrival. Ensure that they are properly directed at the appropriate personnel who might assist them.

• Monitors Efax for incoming transmissions. Distributes correspondence to appropriate personnel or mailbox depending on the priority of the correspondence.

• Qualify orders by identifying the customer’s diagnosis and insurance coverage and ensure verification of the necessary insurance reimbursement information to process the third-party billing when appropriate. Inform customers of financial responsibility.

• Input customers’ orders or changes into the computer system in a timely manner. Processes work order and necessary paperwork as well as prescriptions for physicians.

• Arrange for convenient customer delivery/pickup time with patient and/or caregivers. Conveys orders to Clinical Specialists and/or delivery personnel.

• Handles customer complaints courteously using appropriate techniques, problem solving skills and follow-up logs.

• Scan all paperwork into the patient file.

• Obtains appropriate prior authorization number as required by the Insurance.

• Obtains verbal and written orders from physicians, discharge planners and other healthcare professionals as needed.

• Participates in company training programs.

• Assist in working various computer reports for quality assurance.

• Instruct the customer or caregiver in the proper and safe use of all equipment delivered in the store and provide each customer with the appropriate instructional material. Obtain required signatures and provide customers with a copy of the signed Delivery and Customer Information Checklists.

• Strict adherence to all company policies and procedures.

• Performs schedules hours in accordance with the needs of the company.

• Perform all above duties in other company locations when required.

• May perform other duties not specifically listed in this position description as assigned by supervisor.

• Continually strive to develop your knowledge and skills in all areas of your job.

Continuing Education:

As designated by management to include company in services and off-site training programs as appropriate to industry and position.

Shift

• 8:00 to 5:00, Monday through Friday

Ability to commute

• Hattiesburg, MS: Reliably to commute (Required)
• Work Location: In person