Customer Service Rep
: Job Details :


Customer Service Rep

Lifespan

Location: Providence,RI, USA

Date: 2024-10-07T06:46:10Z

Job Description:

Summary:Remember to check your CV before applying Also, ensure you read through all the requirements related to this role.Reporting to the Office Manager, the incumbent performs the admission process whereby an understanding of the customer's need is reached; a decision concerning service is made; and implementation of appropriate processes to meet the customer's need begins. This position is responsible for providing a high level of customer services to both internal and external customers.

Responsibilities:

  • Answer each phone call using organization protocol and handle calls to satisfy callers' needs.
  • Speak knowledgeably of all available services in response to inquiries to ensure customer satisfaction and appropriate coordination of services.
  • Communicate with various customers by phone or in person and receive orders for installation discontinuance or change in service.
  • Take customer complaints and investigate problems as necessary, reporting critical issues to the supervisor.
  • Gather data including sales activity by referral source for report generation through the in-house computer system.
  • Intake patient information from various sources, recording detailed clinical, financial, and demographic data.
  • Evaluate the medical necessity of orders according to payor standards and guidelines.
  • Obtain accurate and timely initial authorizations and insurance verifications from payers.
  • Solicit sales of new or additional services.
  • Generate delivery slips for all rental and sales via computer and assure all paperwork is complete for the billing process in accordance with Joint Commission standards.
  • Monitor day-to-day customer service activities to assure efficiency of workflow and customer satisfaction.
  • Participate in problem management by initiating the complaint process to ensure complaints are resolved effectively and promptly.
  • Maintain current awareness of the organization's policies and procedures and participate in quality activities that support the organization's mission and customer service goals.
  • Relay concerns to the Manager as contributions to systems improvement and participate in quality improvement projects as directed.
  • Provide good customer service to external customers, team members, and internal Lifespan customers.
  • Access continuing education as related to the program.
  • Handle other tasks (i.e., mail and disposition notices) as directed.

    • Other Information:BASIC KNOWLEDGE:The minimum of a High School diploma or general education degree (GED) is required. Must be able to use computers proficiently and have the ability to read and comprehend simple instructions, short correspondence, and memos. Additionally, the incumbent must have the ability to document medical information as relayed by phone, effectively present information to physicians, clients, insurers, and other employees of the organization, perform simple mathematical calculations, apply common sense understanding to carry out instructions furnished in written, oral, or diagram form, and deal with problems involving several concrete variables in standardized situations.

    EXPERIENCE:At minimum, one year's related experience and/or training or equivalent combination of education and experience with medical terminology as gained through a healthcare environment. Experience in a call center environment is preferred.

    WORK ENVIRONMENT AND PHYSICAL REQUIREMENTS:While performing the duties of this job, the incumbent is occasionally exposed to outside weather conditions when traveling between sites. The noise level in the work environment is usually moderate with several people talking on phones in the area.

    SUPERVISORY RESPONSIBILITY: None

    Lifespan is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, ethnicity, sexual orientation, ancestry, genetics, gender identity or expression, disability, protected veteran, or marital status. Lifespan is a VEVRAA Federal Contractor.

    Location: Lifespan Home Medical USA:RI:Lincoln

    Work Type: Full Time

    Shift: Shift 1

    Union: Non-Union

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