HART - Call Center CSR

IRB Medical Equipment LLC•Southfield, MI

About The Position

The Call Center CSR provides exceptional service as the first point of contact for customers. The role completes equipment setups and reorders, answers questions from patients and referral sources, resolves issues efficiently, and handles multiple tasks while maintaining attention to detail. The employee works with referral sources to fulfill equipment requirements, coordinates home equipment service requests with Dispatch or vendors, provides product and service information, and maintains knowledge of Medicare, Medicaid, and third-party payors. The role verifies medical necessity, insurance coverage, and physician orders; obtains required documentation; and follows policies and work instructions so the Billing Department has the paperwork needed to obtain payment. The employee is expected to meet or exceed department metrics while providing excellent customer service. The position involves extended periods sitting and using a computer and headset, accurate typing and data entry, and maintaining focus and stamina during high-volume call periods. Employees work collaboratively in a team setting and use software and communication tools. Ongoing training and development opportunities are provided. Duties and responsibilities may change at any time.

Requirements

High school diploma or GED.
Excellent verbal and written communication skills.
Strong analytical and problem-solving abilities.
Familiarity with computers and call center software, including data entry and order processing.
Ability to verify insurance and submit prior authorizations using payer web portals or equivalent experience.
Ability to manage multiple tasks while maintaining attention to detail.
Commitment to excellent customer service and a positive customer experience.
Willingness to adapt to changing processes, technology, and customer needs in a fast-paced environment.
Ability to collaborate within a team and work independently with self-motivation.
Ability to communicate clearly in English or the call center's primary language, actively listen, and document professionally in writing, including chat and email.
Ability to perform quick and accurate arithmetic for billing inquiries, order totals, and service fees.
Ability to follow written, oral, or diagrammed instructions; prioritize and apply logical reasoning; make sound judgments under pressure; and adapt solutions to customer and organizational needs.
Ability to sit for extended periods while using a computer and headset, type and enter data accurately, and maintain concentration and stamina during high-volume call periods.

Nice To Haves

Six months of relevant customer service experience preferred.
Previous customer service call center experience preferred but not required.
Experience with HDMS, EPIC, RightFax, Parachute, CarePort, OnBase, RingCentral, Outlook, OneNote, Excel, NICE, Collect Plus, or HealthCall preferred.
Proficiency in additional languages is a plus.

Responsibilities

Assist customers professionally and maintain a positive, empathetic, and professional attitude.
Listen actively, confirm or clarify information, and diffuse angry customers as needed.
Receive requests from referral sources and complete requirements for equipment to be dispensed to patients.
Coordinate home equipment service requests with Dispatch for delivery or with vendors for shipment to patients.
Provide customers with product and service information.
Maintain current knowledge of Medicare, Medicaid, and third-party payor sources for equipment.
Verify medical necessity, insurance coverage, and physician orders, and obtain additional documentation required for insurance-assigned services.
Follow policies and work instructions so the Billing Department has correct paperwork to obtain payment for supplied equipment.
Strive to meet or exceed department metrics while providing excellent customer service.
Perform other duties as assigned by management.