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CSS Supplies (Inbound)

QualStaff Resources Boise, ID

  • Expired: over a month ago. Applications are no longer accepted.
Job Description
GENERAL SUMMARY:
Responsible for answering inbound phone calls in order to provide sales support to customers.  Processes customer orders via phone, fax, email, and other media.  Performs an insurance verification check prior to processing the order to ensure proper reimbursement and timely shipment of orders.   
 
PRIMARY DUTIES & RESPONSIBILITIES:
  • Answers phone inquiries on a dedicated order queue  
  • Processes all aspects of the order process for customers by:
    • Verifying insurance benefits
    • Collecting and updating patient and insurance information
    • Documenting customer requests accurately and efficiently 
    • Anticipating problems and initiating actions to ensure customers’ orders are processed and shipped efficiently
    • Proactively communicating backorders/delivery dates to the customer and processing customer orders to completion
  •    Interacts with field sales team to resolve customer issues.
  •    Assists with distributor orders and maintains distributor relations as needed
  •    Manages and resolves patient issues in a professional manner; escalates to as needed
  • Conducts follow up calls with customers regarding order status and research issues off line as needed
  • Maintains active communication by responding to inquiries from customers, distributors, HCPs, and sales force regarding orders and shipment schedules
  • Documents all interactions and calls into the Customer Relationship Manager (CRM) system in accordance with QA/RA and HIPAA guidelines
  • Ensures all patient documents are on file as mandated by regulatory requirements
  • Accurately follows payer guidelines and protocols to ensure proper reimbursement for customer orders
  • Confirms completion of required training plan before assuming job responsibilities
  • Ensures work is performed in compliance with company policies including Privacy/HIPAA and other regulatory, legal, and safety requirements
  • Additional duties as assigned 
 
REQUIRED QUALIFICATIONS:
  1. Knowledge, skills & abilities:
  • Excellent customer service skills with the ability to process orders efficiently and effectively
  • Excellent written and verbal communication skills
 
 
 
 
 
 
 
  •    Demonstrated ability to effectively resolve customer issues and answer questions according to department protocols and requirements
  •    Demonstrated ability to work accurately, follow instructions and handle multiple priorities
  •    Proficient with MS Office suite (Word, Excel, Outlook) and Internet
  •    Knowledge of ERP & customer relationship management (CRM) systems desirable  
  •    Knowledge of medical device industry and DME insurance practices desirable
  • Knowledge of diabetes preferred
  • Knowledge of insurance verification preferred
  • Bilingual English/Spanish desirable
  • Assists with training new hires
 
  1. Minimum certifications/educational level:
  • High school diploma
  • Post-secondary education preferred
 
  1. Minimum experience:
  • 1 year experience in a customer service environment of which six (6) months must be placing/receiving inbound/outbound calls
  • Inbound call experience (up to 40 calls a day per rep) in an order entry role
  • Experience documenting calls by typing on a keyboard while speaking to a customer on the phone
 

QualStaff Resources

Address

Boise, ID
USA

Industry

Business

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