Customer Service Representative

Quipt Home Medical is a rapidly growing leader in the provision of clinical respiratory equipment and services in the durable medical equipment industry. We are looking for driven individuals to grow with us. Position: Customer Service Representative Reports To Branch Manager/CSR Director Position Summary As a Customer Service Representative, you are a direct point of contact for any patient, caregiver, referral source, or commercial account that contacts Care Medical either in person, over the telephone or via the internet, to provide equipment and/or services. All CSSs are able to interact with customers to provide information in response to inquiries about products or services and to handle and resolve any complaints. A CSS is to receive, qualify, and process, according to procedure, all customer orders in a timely, efficient, accurate, and courteous manner. A CSS is often involved in investigating and responding to customer inquiries regarding shipments, products, deliveries and complaints. Benefits Medical Insurance – multiple plans to choose from Dental & Vision Insurance Short Term Disability & Long Term Disability Options Life Insurance Generous PTO plan Paid Holidays 401K 401K match Competitive Pay Essential Responsibilities Have a comprehensive understanding of: all products we carry; company-wide 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; patient’s financial responsibilities; 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 voicemail number. Greets all visitors upon arrival and directs them to appropriate personnel. Distributes mail daily and monitors the fax machine for incoming transmissions; distributes correspondence to appropriate personnel or mailbox depending on priority. Qualifies orders by identifying the customer’s diagnosis and insurance coverage and ensuring verification of necessary insurance reimbursement information to process third-party billing when appropriate; informs customers of financial responsibility. Inputs customers’ orders or changes into the computer system timely; processes work orders, paperwork, and prescriptions for physicians. Arranges 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. Audits, confirms, and files all deliveries, pickup or exchange paperwork daily; reviews various edit reports to assure accuracy. Tracks active rentals, automatic reorders, and concentrator maintenance, processing in a timely manner as per policy and procedure. Obtains appropriate prior authorization number and timeframe from appropriate third-party payer; logs information into database. Obtains verbal and written orders from physicians, discharge planners and other healthcare professionals as needed. Ensures all assigned procedures – billing, posting, insurance, denials, inquiries, orders, and paperwork – are processed accurately and timely. Maintains all patient files and information current at all times. Participates in company training programs. Demonstrates excellent oral and written communication skills with referrals, handling complaints and qualifying orders. Files required paperwork into patient charts promptly. Assists in generating various computer reports for quality assurance. Instructs customers or caregivers on proper and safe use of all equipment delivered in the store; provides each customer with the appropriate PIC sheet or other instructional material; obtains required signatures and provides customers with a copy of the signed Delivery and Customer Information Checklists. Strictly adheres to all company policies and procedures. Performs scheduled hours, staggered shifts in accordance with company needs. Performs all above duties in other company locations when required. May perform other duties not specifically listed as assigned by supervisor. Continually strives to develop knowledge and skills in all areas of job. 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. Continuing Education As designated by management to include company in services and off-site training programs as appropriate to industry and position. FLSA Status Non-Exempt Licenses, etc. None #J-18808-Ljbffr Quipt Home Medical