CUSTOMER SERVICE REP-NCMR

CUSTOMER SERVICE REP-NCMR

PURPOSE OF POSITION

The primary purpose of the job position of Customer Service Representative is to provide a customer friendly service environment while demonstrating a strong working knowledge of the products and services specific to the DMEPOS environment.

RESPONSIBILITIES & EXPECTATIONS

Delivers accurate, courteous and prompt service in a highly professional manner.

Communicates with customers by phone or in person and receives orders for delivery, pick-up, discontinuance, maintenance and / or change of service.

Demonstrates knowledge, skill and ability necessary to recognize and provide age specific education to customers of various ages.

Accurately completes required forms / order, determines coverage for services requested and charges

Acquires the necessary information during the intake process to assure a smooth transition to sales, delivery and billing.

Demonstrates a strong knowledge base in benefit coverage for insurance products. Collects appropriate co-pays / payments and documents information in system.

Maintains professional working standards at all times. Demonstrates ongoing knowledge base pertaining to DMEPOS equipment and service.

Maintains a working knowledge of Government, State (Medicare / Medicaid) and commercial insurance regulations, requirements and reimbursement.

Works collaboratively with team members supporting a cooperative and productive work environment.

Knowledge of electronic software programs. Accurately processes new and ongoing orders accurately. Demonstrates compliance with documentation mandates and standards.

Professionally discusses complaints concerning billing or service rendered, referring complaint or service failures to the designated entity for resolution. Responds appropriately to customer questions and concerns

Maintains open communication and confidentiality with customers, peers and referral sources.

Demonstrates proficiency and productivity in a fast-paced environment with unscheduled interruptions while maintaining acceptable judgement and responsibility for decisions, consequences and outcomes.

Demonstrates good organizational, time management and communication skills.

Participates in traditional and e-learning opportunities.

Participates in performance improvements activities.

Participates in traditional and e-learning

Perform other duties as assigned by Director or designee

Must float to other location as needed per the discretion of the Director or designee.

Will check email and reply within 2 business days.

JOB REQUIREMENTS

Maintains a high level of product knowledge on all DMEPOS products

Responsible for completing documentation relevant to individual situation; thoroughly and accurately

All mandatory documentation required in CPR+ is completed in a timely manner

Responsible for maintaining an organized, customer-friendly working environment

Follows infection control protocols and universal precautions

Utilizes proper safety protocols

Maintains client confidentiality

High level of knowledge of DMEPOS products and services

Prior customer services / industry experience preferred

High School graduate or equivalent (GED).

Work effectively within a team setting

Excellent communication skills

All qualified applicants with receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or veteran status.

WORKING CONDITIONS :

Works 8 hours per day, Monday through Friday

Expected to adhere to hospital policies and procedures

Primarily sits

PHYSICAL REQUIREMENTS ADDENDUM

PURPOSE : To identify specific functions job requirements and work environment factors that could affect job performance

O=Occasionally = 33% of the work shift or 0-32 repetitions

F=Frequently = 34-66% of the work shift or 32-200+ repetitions

C=Constantly = 67-100% of the work shift or 200+ repetitions

N=Not essential job requirement

C Standing

C Walking

O Lifting (70 pounds)

O Carrying (70 pounds)

O Pushing (70 pounds)

N Climbing with (70 pounds)

O Stooping / Bending

O Kneeling / Squatting

O Crawling

O Reaching Up / Reaching Forward

Additional information concerning physical requirements for the position : N / A

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