Summary of Position: The Customer Service Representative (CSR) is responsible for processing orders for DME or supplies. The CSR enters orders into the database and updates new and existing patient information including demographics and insurance. CSR may be involved in ordering equipment and inventory control. On-call rotation.
Education: High School Diploma or equivalent
Experience: Previous Customer Service Experience or CRT Experience
Skills: Customer Services, Excellent Written and Verbal Communication Skills, Good Interpersonal Skills, Problem Solving Skills, Critical Thinking and Organizational Skills
Requirements: Ability to work independently and with a team, computer skills appropriate to the position, knowledge of DME and medical services, good phone etiquette, ability to multi-task
Physical: Frequently required to sit and use hands to finger, handle or feel. Occasionally required to stand and walk. Significant amount of time spent talking to customers.
Essential Duties and Responsibilities:
Professionally answers telephone calls in a timely manner and identifies customer needs and/or problems.
Process orders accurately for DME or supplies received by mail, fax, telephone, or personally from customer or company employee.
Qualify orders by identifying the customer’s diagnosis and insurance coverage.
Enter orders into the computer after obtaining customer information including doctor’s name, type of insurance coverage, and nature of illness.
Demonstrates knowledge of the Company’s medical services and durable medical equipment by matching customer needs appropriately with equipment.
Obtains the necessary insurance reimbursement information to process the third party billing, when appropriate.
Arrange for convenient customer delivery time with patients and care givers. Convey orders to delivery personnel or therapist.
Prepares Certificate of Medical Necessity where applicable.
Handle customer complaints courteously.
Participate in branch and corporate training.
Complies with company policies, instructions and directives for the fulfillment of company objectives to maximize profitable sales and rentals.
Check inventory control, order equipment and price certain invoices. Notify appropriate personnel of orders that would deplete stock.
Knowledgeable of existing and new information regarding equipment and insurance carrier polices.
Availability for an on-call rotation.