Customer Service Representative

Job Title

Provides exceptional service as the first point of contact for customers.

Takes orders, answers questions, handles complaints and troubleshoots problems.

Essential Duties and Responsibilities:

• Greet customers and maintain a positive, empathetic and professional attitude during interactions.
• Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed.
• Assists all internal and external customers in a professional manner.
• After competency approval, complete bracing as needed including:
  • Examine, interview, and measure patients to determine their appliance needs and to identify factors that could affect appliance fit.
  • Fit, test, and evaluate devices on patients, and make adjustments for proper fit, function, and comfort.
  • Instruct patients in the use and care of orthoses/prostheses, diabetic shoes, and mastectomy if applicable.
  • Maintain patient records.
  • Confer with physicians to formulate specifications and prescriptions for orthotic and prosthetic devices.
• Receives requests from multiple sources (phone, fax, e-Commerce, in-person) and completes necessary process for equipment services.
• Coordinates home equipment service request with Dispatch for prompt delivery.
• Acquire and retain strong production knowledge in order to provide customers with product and service information.
• Keeps the showroom and the shelf inventory clean, rotated and in order.
• Verifies medical necessity, insurance coverage and physician orders for all insurance-assigned services and working with referral sources to ensure proper documentation when needed.
• Maintain current knowledge on Medicare, Medicaid and third-party payor sources for equipment.
• Follows policy and work instructions to ensure the Billing Department has the correct paperwork to complete insurance.
• Understanding and striving to meet or exceed department metrics while providing excellent customer service.
• Making sales or recommendations for products or services that may complement client needs, as applicable.
• Other duties as assigned by management.

Education and/or Experience:

• High school diploma or general education degree (GED).
• 6 months of relevant customer service experience preferred.

Skills & Abilities:

• Excellent interpersonal, written and oral communication skills.
• Customer service orientation
• Attention to detail
• Good data entry skills
• Proficiency with computers, with strong typing skills
• Ability to work in a fast-paced environment.