Customer Service Representative

Job Description

Job Description

**NOT A REMOTE POSITION**

Texas Home Medical is a durable medical equipment company with a focus on sleep medicine. We provide patients with CPAPS and Bi-Levels to help manager their obstructive sleep apnea. We are looking for a professional, customer-oriented, service representative to manage order processing, new patient set ups, and existing patient requests. The best CSRs are genuinely excited to help customers and referral sources. They’re patient, empathetic, and passionately communicative.

Responsibilities

• Communicate with referral sources both verbally and electronically to collect needed paperwork.
• Communicate insurance benefits and DME cost to customers to complete sale.
• Keep records of all customer & referral interactions, process customer accounts, and file documents electronically.
• Manage incoming calls.
• Processes paperwork - confirms tickets, inputs new patient set-ups, and completes daily assigned work in an accurate and timely manner.
• Verifies Medicare and private insurance coverage information and maintains expertise of insurance requirements.
• Understand and communicate the benefits of CPAP and BILEVEL.
• Communicates and works with operations and sales staff to reduce internal work-flow issues and errors that impact processing time-lines and patient care. Is proficient at managing varying expectations per each referral source and sales reps to obtain needed paperwork.
• Communicate order updates to patients, doctor’s offices, and sales reps
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Meet personal/customer service team sales targets and call handling quotas.
• Handle customer complaints and provide appropriate solutions within the expected time limits; follow-up to ensure resolution.
• Go the extra mile to engage customers.

Employment is contingent on

• Background investigation (company-wide)
• Drug screen (company-wide)
• Valid driver’s license in state of residence

Education and/or Experience

• High school diploma required
• Associates preferred
• Customer Service

Skills, Knowledge and Abilities

• Ability to maintain confidentiality and practice discretion and caution when handling sensitive information (HIPPA)
• Ability to multi-task along with attention to detail
• Ability to work independently and as part of a team
• Communicates effectively with employees, patients and referral sources both verbally and in writing to ensure questions and concerns are processed in a timely manner
• Ability to overcome patient/customer objections to CPAP/BILEVEL
• Flexible approach
• Knowledge of appropriate telephone etiquette
• Knowledge of insurance policies and requirements preferred
• Knowledge of medical billing practices and billing reimbursement preferred
• Strong organizational and prioritization skills
• Strong self-motivation and time-management skills
• Strong sense of urgency and responsiveness to customers
• Strong verbal and written communication skills

Physical Demands

• Requires sitting, walking, standing, talking or listening
• Requires close vision to small print on computer and or paperwork

Machines, Equipment and Technical Abilities

• eFax transmission and communication
• Email transmission and communication
• Microsoft applications including but not limited to Word, Excel, etc.
• Office equipment; fax machine, copier, printer, phone and computer

Work Environment & Hours

• Office environment
• Monday - Friday 8:30am -5:30pm

Benefits:

• PTO after 6 months - 1 week vacation (increases after year 2), 1 week sick leave, 2 days PTO
• Family-run business with room for growth
• We value work life balance
• Spot bonuses & Christmas bonuses
• Ergonomic work space with height adjustable desk

Texas Home Medical, Inc. is an independently owned and operated company dedicated to providing the best home medical and respiratory services available. We are committed to providing equipment that meets the standards of our industry, while providing patient services based on our respect of our individual patient's rights.

Company Description

Texas Home Medical, Inc. is an independently owned and operated company dedicated to providing the best home medical and respiratory services available. We are committed to providing equipment that meets the standards of our industry, while providing patient services based on our respect of our individual patient's rights.