Customer Service Specialist

Role Overview

• Perform any role in customer service in order to provide needed coverage.
• Stays abreast of all process changes within each department in order to perform them as needed.
• Attend meetings for specific departments to ensure clear understanding of changes and processes.
• Meet weekly with leadership to identify specific needs.
• Transitions quickly from one Customer Service function to another according to need.
• Performs intake of Durable Medical Equipment (DME), through EHR system and/or the database.
• Performs duties of the Coordinator of the Day (COD) for both Admissions and Patient Services, if applicable.
• Obtains supporting documentation.
• Obtains insurance authorization information as required for products and services provided by PHS.
• Verification of insurance benefits & complete data entry requirements.
• Completes ongoing patient supply orders.
• Obtains prescriber orders for products and services provided by PHS.
• Completes patient and prescriber information changes.
• Maintains all patient information on an ongoing basis.
• Enters new prescriber information into database.
• Coordinates intake process for specialized organizations.
• Addresses complaints concerning billing or service rendered, referring complaints of service failures to designated departments for investigation.
• Reads prescriber orders, customer orders, work orders and shipping orders to determine items to be moved, gathered, or distributed.
• Process and coordinates paperwork from items delivered for intake.
• Prepare patient paperwork for billing.
• Creates and completes billing review of delivery tickets for Durable Medical Equipment (DME).
• Creates, confirms and completes billing review of IV Delivery Tickets, if applicable.
• Monitor/review beginning of the month scheduled delivery tickets to ensure timely processing.
• Assists internal customers through the Customer Service help desk, phone calls, or face-to-face encounters.
• Performs call-outs.
• Processes to dos.
• Coordinates courier service with warehouse for deliveries as needed.

Requirements

• Associate's degree (A. A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.
• Ability to read and interpret documents such as safety roles, operation and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Benefits

• Competitive pay
• Paid time off (and paid holidays)
• Health, vision and dental insurance
• Short & long-term disability & life insurance
• 401K plan
• Professional development opportunities
• Tuition reimbursement
• Flexible schedule options (including remote)