Location: Canton,OH, USA
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 judgment 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