Customer Service Representative

divh2Customer Service Representative / h2pQuipt Home Medical is a rapidly growing leader in the provision of clinical respiratory equipment and service in the durable medical equipment industry. We are looking for driven individuals to come grow with us. / ppPosition Reports To : Branch Manager / CSR Director / ppPosition Summary : / ppAs 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 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. / ppLets start with whats important to you. The Benefits..... / pulliMedical Insurance- multiple plans to choose from / liliDental Vision Insurance / liliShort Term Disability Long Term Disability Options / liliLife Insurance / liliGenerous PTO plan / liliPaid Holidays / lili401K / lili401K match / liliCompetitive Pay / li / ulpEssential Responsibilities : / ppHave a comprehensive understanding of the following : / pulliAll products we carry / liliCompanywide Policies, Procedures, Standards, Specifications, Guidelines and Training Programs / liliBasic Brightree Functions / liliProper Intake Procedures / liliInsurance Verification and Eligibility / liliCMN Requirements and Prior Authorizations / liliDocumentation Requirements of the Equipment / liliPatients Financial Responsibilities (Deductible, Co-Insurance, Co-Pay, ABN / Upgrade) / liliDifference Between Verbal, Written and WOPD orders / liliComplaint Resolution Procedures / liliAnswers the telephone using the companys professional greeting and taking complete, accurate and detailed messages. Transfers callers to appropriate person or voice mail number. / liliGreets all visitors coming on their arrival. Ensure that they are properly directed to the appropriate personnel who might assist them. / liliDistributes mail daily and monitors the fax machine for incoming transmissions. Distributes correspondence to appropriate personnel or mailbox depending on the priority of the correspondence. / liliQualify orders by identifying the customers diagnosis and insurance coverage and ensure verification of the necessary insurance reimbursement information to process the third party billing when appropriate. Informs customers of financial responsibility. / liliInputs customers orders or changes into the computer system timely. Processes work order and necessary paperwork as well as prescriptions for physicians. / liliArranges for convenient customer delivery / pickup time with patient and / or caregivers. Conveys orders to Clinical Specialists and / or delivery personnel. / liliHandles customer complaints courteously using appropriate techniques, problem solving skills and follow-up logs. / liliAudits, confirms and files all deliveries, pick-up or exchange paperwork daily. Reviews various edit reports to assure accuracy. / liliTracks active rentals, automatic reorders, and concentrator maintenance, processing in a timely as per policy and procedure. / liliObtains appropriate prior authorization number and time frame from appropriate third party payer. Logs information into database. / liliObtains verbal and written orders from physicians, discharge planners and other healthcare professionals as needed. / liliEnsure that all assigned procedures, including but not limited to, billing, posting, insurance, denials, inquiries, orders, and paperwork are processed in an accurate and timely manner. / liliAll patient files and information are maintained and current at all times. / liliParticipates in company training programs / liliDemonstrates excellent oral and written communication skills with referrals, handling complaints and qualifying orders. / liliTimely filing of all necessary paperwork into patient charts. / liliAssist in working various computer reports for quality assurance. / liliInstruct the customer or caregiver in the proper and safe use of all equipment delivered in the store and provide each customer with the appropriate PIC sheet or other instructional material. Obtain required signatures and provide customers with a copy of the signed Delivery and Customer Information Checklists. / liliStrict adherence to all company policies and procedures. / liliPerforms schedules hours, staggered shifts in accordance to the needs of the company. / liliPerform all above duties in other company locations when required. / liliMay perform other duties not specifically listed in this position description as assigned by supervisor. / liliContinually strive to develop your knowledge and skills in all areas of your job. / li / ulpRequirements : / ppPosition Qualifications : / pulliHigh School Diploma or equivalent / liliPrevious experience in a Clerical or Customer Service environment / liliKnowledge of Microsoft Office (Word, Excel) etc. / liliProficient general office skills (typing, computer, fax, filing, multiple phone line) / liliNeat 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 / li / ulpContinuing Education : / ppAs designated by management to include company in services and off-site training programs as appropriate to industry and position. / ppFLSA Status : / ppNon-Exempt / ppLicenses, etc. : / ppNone / p / div