Provides exceptional service as the first point of contact for customers
Complete setups and reorders for equipment, answer questions from patients and referrals
Resolve issues efficiently and handle multiple tasks simultaneously while maintaining attention to detail
Assists all customers in a professional manner
Maintain a positive, empathetic and professional attitude toward customers at all times
Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed
Receives requests from multiple referral sources and completes requirements for equipment to be dispensed to the patients
Coordinates home equipment service request with Dispatch for prompt delivery or with our vendors for shipping to a patient
Provide customers with product and service information
Maintain current knowledge on Medicare, Medicaid and third-party payor sources for equipment
Verifies medical necessity, insurance coverage, physician orders and obtain additional documentation required for all insurance assigned services
Follows policy and work instructions to ensure the Billing Department has the correct paperwork to obtain payment for the equipment supplied
Understanding and striving to meet or exceed department metrics while providing excellent customer service
Other duties as assigned by management

High school diploma or general education degree (GED)
6 months of relevant customer service experience preferred
Previous experience in a customer service call center role is preferred but not required
Excellent verbal and written communication skills, with the ability to convey information clearly and effectively
Strong analytical and problem-solving abilities to address customer inquiries and resolve issues efficiently
Familiarity with computers and call center software; proficiency in data entry and order processing
Experience with any of the following systems: HDMS, EPIC, RightFax, Parachute, CarePort, OnBase, RingCentral, Outlook, OneNote, Excel, NICE, Collect Plus, HealthCall preferred
Experience verifying insurances and submitting Prior Authorizations using the payer web portals or equivalent experience
Capacity to handle multiple tasks simultaneously while maintaining attention to detail
Strong commitment to providing exceptional customer service and a positive customer experience
Willingness to adapt to changing processes, technology, and customer needs in a fast-paced environment
Ability to work collaboratively within a team environment while also being self-motivated.

Customer Service Representative

Key skills