Customer Service Rep - K1

POSITION SUMMARY:
The Customer Service Representative assists patients and customers in making decisions regarding the rental or purchase of home medical equipment and supplies.

ESSENTIAL FUNCTIONS:
• Assists customers, walk-in as well as by telephone, select appropriate equipment/supplies to meet their needs, and ensures proper fit. Instructs patients/customers in the safe and proper use and maintenance of selected items.
• Provides product information, and assembles customer files and records.
• Obtains by telephone/fax complete and accurate referral information for all home medical equipment.
• Refers clinical questions/problems to the appropriate professional staff member.
• Reviews, prepares, and maintains all documentation included in the customer file.
• Provides complete and accurate information, and reviews all paperwork before submitting to the billing department. Maintains an ongoing communication with billing personnel as needed.
• Contacts physician, when necessary, to clarify orders received with respect to prescribed home medical and respiratory therapy equipment services and supplies.
• Orders, stocks, and assembles (as needed) products and supplies for store inventory.
• Maintains inventory control in CPR+ system.

OTHER RESPONSIBILITIES:
• Maintains patient confidentiality and rights.
• Clearly understands the purpose of the Improvement Organization Performance program.
• Maintains professional appearance and attitude at all times.
• Performs other work-related duties as assigned.

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:
• High School graduate or equivalent.
• One year of experience in customer relations.
• Strong oral and written communication skills.
• Capable of sound and mature judgment.
• Experienced and competent using a computer.
• Knowledge of special payer guidelines, i.e., Medicare, Medicaid, Managed Care, etc.
• Knowledge of the medical field, with experience in home health care desirable.
• Experience in processing health insurance claims is strongly preferred.

SUPERVISORY RESPONSIBILITIES: None assigned

PHYSICAL AND ENVIRONMENTAL REQUIREMENTS:
Standard retail setting with minimal noise level. May include lifting moderately heavy boxes.