SMS-CUSTOMER SERVICE SPEC I

Customer Service Representative

As a member of the Customer Service team, the CSR plays a vital role in supporting UMH-Sparrow Medical Supply (SMS) sites by advancing customer service goals and operational objectives. This position is essential in delivering exceptional care to patients, customers, team members, and referral sources. The CSR I must demonstrate strong relationship-building skills, effective problem-solving abilities, and a steadfast commitment to patient safety, customer satisfaction, and financial accountability.

Essential Duties :

This job description is intended to cover the minimum essential duties assigned on a regular basis. Team Members may be asked to perform additional duties as assigned by their leader. Leadership has the right to alter or modify the duties of the position.

All Task Categories must adhere to the following :

• Responds to and resolves customer inquiries, in person, phone, and / or email.
• Is the primary contact to customers and meets their needs in a professional manner.
• Makes outgoing inquiries to obtain missing information from referral sources to complete the referral.
• Accurately inputs customer, insurance, and documentation into database system.
• Fulfills orders by selecting the appropriate product.
• Accurately performs inbound document routing tasks and files appropriately into customer electronic medical record.
• Seeks supervisory assistance to resolve complex customer issues.
• Becomes skilled at and possesses complete understanding of all CSR I level tasks and competencies.
• General understanding of product, prices, and inventory locations.
• Ensures all information and documentation is complete and properly entered for payment.
• Obtains additional documentation when required from EPIC, telephone, or fax inquiries.
• Ensures effective communication between locations to support customer needs.
• Creates a positive culture work environment.
• Verifies customer's insurance benefits and assists to obtain necessary documentation to meet insurance criteria.
• Performs payment transactions via cash register, credit card, and / or payment portal. Assisting customers / patients with arranging payment plans in portal.
• Ability to multitask and prioritize referrals to ensure timelines meet referral / customer needs.

Task Category : Retail Services (Competency) :

Task Category : Call Center (Competency) :

Job Requirements :

Work Experience : Previous Healthcare / Customer Service Experience preferred.

Education : High school diploma, GED or successful completion of 12 grades.

Specialized Knowledge and Skills : Can demonstrate effective use of computers and / or mobile devices for daily job performance activities. Respectfully listens to viewpoints and ideas of others. Demonstrated excellent interpersonal skills and a genuine desire to help others. Excellent communication skills both verbal and written. Creates an environment where co-workers and team members reciprocate in kind. Practices critical thinking skills to include prioritization of duties and immediate needs / requests (hospital discharge or hospice requests). Demonstrates personal accountability (e.g. attendance) Identify and utilize appropriate resources to ensure identified problems or concerns are followed through and resolved Demonstrate knowledge of facility safety requirements. Ability to work with new team members, which includes assisting new team members in acclimating to the healthcare team environment Good math and organizational skills.

Sparrow Health System is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.