DescriptionQuipt Home Medical is a rapidly growing leader in the provision of clinical respiratory equipment and service in the durable medical equipment industry.
We are looking for driven individuals to come grow with us.Position: Customer Service RepresentativePosition Reports To: Branch Manager/CSR DirectorPosition Summary:As a Customer Service Representative, you are a direct point of contact for any patient, caregiver, referral source, or commercial account that contacts Care Medical either in person, over the telephone or via the internet, to provide equipment and/or services.
All CSSs are able to interact with customers to provide information in response to inquiries about products or services and to handle and resolve any complaints.
A CSS is to receive, qualify, and process, according to procedure, all customer orders in a timely, efficient, accurate, and courteous manner.
A CSS is often involved in investigating and responding to customer inquiries regarding shipments, products, deliveries and complaints.Benefits:Medical Insurance - multiple plans to choose fromDental & Vision InsuranceShort Term Disability & Long Term Disability OptionsLife InsuranceGenerous PTO planPaid Holidays401K401K matchCompetitive PayEssential Responsibilities:Have a comprehensive understanding of all products we carry, companywide policies, procedures, standards, specifications, guidelines, and training programs.Basic Brightree Functions, proper intake procedures, insurance verification and eligibility.CMN requirements and prior authorizations, documentation requirements of the equipment, and patient's financial responsibilities.Complaint resolution procedures.Answer the telephone using the company's professional greeting and take complete, accurate and detailed messages.
Transfer callers to the appropriate person or voice mail number.Greet all visitors upon their arrival and ensure they are properly directed to the appropriate personnel who might assist them.Distribute mail daily and monitor the fax machine for incoming transmissions.Qualify orders by identifying the customer's diagnosis and insurance coverage.Input customers' orders or changes into the computer system timely.Arrange for convenient customer delivery/pickup time with patient and/or caregivers.Handle customer complaints courteously using appropriate techniques, problem-solving skills, and follow-up logs.Audit, confirm and file all deliveries, pick-up or exchange paperwork daily.Track active rentals, automatic reorders, and concentrator maintenance.Obtain appropriate prior authorization number and time frame from appropriate third party payer.Obtain verbal and written orders from physicians, discharge planners, and other healthcare professionals as needed.Ensure that all assigned procedures are processed in an accurate and timely manner.Maintain and keep all patient files and information current.Participate in company training programs.Demonstrate excellent oral and written communication skills.Timely filing of all necessary paperwork into patient charts.Assist in working various computer reports for quality assurance.Instruct the customer or caregiver in the proper and safe use of all equipment delivered.Strict adherence to all company policies and procedures.Perform all above duties in other company locations when required.May perform other duties not specifically listed in this position description as assigned by supervisor.Continually strive to develop your knowledge and skills in all areas of your job.Position Qualifications:High School Diploma or equivalent.Previous experience in a clerical or customer service environment.Knowledge of Microsoft Office (Word, Excel).Proficient general office skills.Neat personal appearance with pleasing manner and interpersonal skills.Strong communication skills with capacity to make independent decisions.Medicare/Medicaid and insurance billing, bookkeeping or medical office experience preferred.Continuing Education: As designated by management to include company in-services and off-site training programs as appropriate to the industry and position.FLSA Status: Non-ExemptLicenses, etc: None
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