Customer Service Representative Trainer

Hart Medical Equipment provides a full range of home care products and support services based on individual needs. We strive to conduct our patient care operation with the highest standards. We are a nationally accredited, premier provider of home medical equipment and supplies. Status: Full Time Location: This position is remote but based out of Grand Blanc, MI. Hart Medical Equipment offers a competitive salary and benefits package.

EOE SUMMARY: This position will provide training on Hart customer service for both call center and showroom policies and procedures. Trainer will oversee daily duties and be the first source of contact for new team members while executing the training plan. This is a role that requires excellent communication skills, strong knowledge of HDMS and Hart policies, and the ability to prioritize and multifunction within a team. ESSENTIAL DUTIES AND RESPONSIBILITIES: Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions. Leads and oversees the daily operations of designated team. Recommends and assists ongoing training and educational activities related to both specific and general job topics. Work with Manager and Senior Lead to meet department goals. Assist with communication forms as needed. Answers questions and works though issues with team. Assists all internal and external customers in a professional manner. Maintain a positive, empathetic, and professional attitude toward customers at all times. Receives requests from multiple sources (phone, fax, e-Commerce, in-person) and completes necessary process for equipment services. Coordinates home equipment service request with Dispatch for prompt delivery. Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed. Provide customers with product and service information. Maintain current knowledge on Medicare, Medicaid, and other payor sources. Verifies medical necessity, insurance coverage and physician orders for all insurance- assigned services. Follows policy and work instructions to ensure the Billing Department has the correct paperwork to complete insurance. Understanding and striving to meet or exceed department metrics while providing excellent customer service. Making sales or recommendations for products or services that may complement client needs, as applicable. Act as a resource to leadership and employees. Conduct training sessions in a variety of formats such remote and on-the-job training. Provide ongoing coaching and support to employees to ensure they continue to meet performance targets and expectations. Other duties as assigned by management. SUPERVISORY RESPONSIBILITES This position has no supervisory responsibilities.

However, may be asked to provide information related to support performance reviews and disciplinary actions of trainees, by the Manager. QUALIFICATIONS To perform this job successfully, an individual must be professional, proactive, and positive with internal and external customers and coworkers. The requirements listed below are representative of the knowledge, skill, and/or ability required. Education and/or Experience High school diploma or general education degree (GED). 1 year of relevant customer service/DME experience. Leadership experience preferred. Skills & Abilities Excellent interpersonal, written, and oral communication skills. Must be able to work independently while leading a team. Customer service orientation. Attention to detail. Good data entry skills. Proficiency with computers, with strong typing skills. Ability to work in a fast -paced environment. Must have 100% department knowledge. Language Skills Proficient English (verbal, written). Second language encouraged. By submitting an application, you are agreeing to the terms of Hart's Application Acknowledgement and Agreement found at https://hartmedical.org/application-agreement. IRB Medical Equipment LLC, dba Hart Medical Equipment, is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, citizenship age, disability genetic information, height, weight, marital or veteran status or any other protected status in accordance with the requirements of applicable federal state and local laws.

Hart Medical Equipment also provides reasonable accommodation for individuals with disabilities in accordance with applicable law. Powered by JazzHR