Customer Support Representative

Job Description

Job Title: Customer Service Representative Department: Operations

Job Summary

The Customer Service Representative serves as a key point of contact for patients, families, and healthcare providers, delivering compassionate and efficient support. This role is responsible for managing inbound and outbound calls, processing medical equipment orders and service requests, and ensuring accurate, timely documentation. This role requires communication, problem-solving, and multitasking, with the ability to navigate multiple systems and collaborate across teams to deliver exceptional service and support.

Essential Duties and Responsibilities

• Professionally handle inbound and outbound phone calls with empathy, ensuring a positive experience for patients and healthcare partners.

• Accurately document all interactions and updates across multiple systems in a timely manner.
• Monitor order statuses and proactively address delivery and routing issues.
• Communicate clearly with customers and internal teams, providing instructions, support, ETAs, and delivery updates.
• Navigate multiple software platforms to verify orders, update customer information, and manage workflow routing.
• Apply critical thinking and problem-solving skills to resolve inquiries, delivery challenges, and routing concerns.
• Collaborate with cross-functional teams to ensure efficient service and optimize driver routes.
• Prepare and distribute daily reports and key updates to internal teams.
• Responsibilities may also include other duties and tasks assigned by management to support business needs.

Qualifications

• Comfortable handling sensitive patient information with discretion.
• Strong multitasking and problem-solving skills in a fast-paced environment
• Strong attention to detail and accurate note-taking abilities.
• Ability to communicate with empathy while maintaining professionalism.

Preferred Qualifications

• Previous customer service experience in a call center or healthcare-related field preferred.
• Availability to work flexible shifts, including evenings and weekends as needed

Attendance and Punctuality

• Maintain regular and reliable attendance in accordance with company policy.
• Arrive on time for scheduled shifts, meetings, and training sessions.
• Communicate promptly with supervisors regarding absences or delays.
• Adhere to the assigned work schedule and participate fully during working hours.
• Demonstrate flexibility and accountability in meeting business and team needs.

Working Conditions / Physical Requirements

• Prolonged periods sitting at a desk and working on a computer and telephone.
• Frequent use of hands and fingers for typing, writing, and handling office equipment.
• Ability to hear and speak clearly to communicate effectively over the phone.
• Occasional standing, walking, or reaching within the office environment.
• May need to lift or carry items up to 50 pounds (e.g., files, office supplies).
• Regular exposure to a fast-paced, high-volume call center environment.

Compliance and Confidentiality

All employees are expected to maintain the confidentiality of patient and organizational information in accordance with HIPAA and other applicable privacy regulations, regardless of their role or access level.

Equal Employment Opportunity Commitment

National HME is committed to providing a workplace that promotes fairness, respect, and equal opportunity for all employees. Employment decisions are made based on job-related qualifications and performance, without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other status protected by applicable federal, state, or local law. This commitment to equal opportunity applies to all terms and conditions of employment, including assignments, promotions, compensation, training, and discipline.