Customer Service Representative- Onsite

Shield HealthCare - Medical Supplies for Care at Home Since 1957•Ontario, CA

5d•$20 - $21•Onsite

About The Position

Shield HealthCare is hiring a Customer Service Representative for its Ontario, California office. The role assists customers with telephone orders and supports customers and sales team members by recording information in the system, placing supply orders, and delivering a high-quality customer service experience. The position has a set Monday-through-Friday schedule, with no nights or weekends. It is primarily office-based and requires less than 10% travel, which may include travel to the corporate location for training. The representative creates accounts, processes orders from multiple sources, coordinates onboarding and shipping, obtains required documentation and authorizations, and resolves customer challenges. The position also involves walk-in customer assistance, callbacks, participation in weekly meetings, sales of suitable products, maintaining product and third-party requirements knowledge, and completing projects that support team and organizational objectives. The employee may need to learn enteral feeding requirements and pump operation or troubleshooting. Shield HealthCare provides continuous training and development programs. The posted starting base salary range is $20–$21 per hour. Pay within the range may depend on factors such as education, experience, training, skills, certifications, location and internal equity.

Requirements

High school diploma or equivalent.
At least 2 years of customer service experience.
Proficiency in Microsoft 365, including Excel, Outlook, PowerPoint, Word, SharePoint, and Teams, and other standard productivity tools.
Strong written and verbal communication abilities.
Good decision-making and problem-resolution ability.
Strong organizational skills and ability to manage multiple priorities and respond to changing business needs.
Thorough understanding of HIPAA regulations, requirements, and guidelines, including familiarity with privacy and security rules and their application in healthcare.
Ability to perform the physical demands of the role, including extended periods using a computer and handling office documents and equipment.

Nice To Haves

Customer service experience in the healthcare industry.
Knowledge of third-party billing.
Bilingual ability.

Responsibilities

Create accounts to ship orders received through telephone calls, faxes, provider portals, physician emails, referral sources, and customers.
Make outbound calls to customers, physicians, and referral sources to support customer onboarding and order shipping.
Enter orders promptly in the system and ensure compliance with company and third-party regulations.
Assist walk-in customers.
Obtain support documentation and prior authorizations to ensure compliance.
Complete assigned five-day callbacks to maintain customer satisfaction.
Work the document requests and hold screens to support timely shipping of pending orders.
Resolve customer challenges and communicate them to the immediate supervisor for training, coaching, guidance, and procedural review.
Attend and participate in weekly meetings.
Upsell and cross-sell to meet customer needs.
Maintain knowledge of quantity guidelines and third-party requirements through regular learning and review.
Document account interactions and activities in the CSR notepad.
Maintain knowledge of the company's product offerings.
As required, learn tube-feeding requirements and enteral-feeding pump operation to an appropriate level of expertise, including training patients in the absence of a Registered Dietitian when needed for discharge and home use.
As required, learn enteral-feeding pump troubleshooting processes to support functionality and timely, justified replacement.
Complete special projects that support team and organizational objectives and continuous improvement initiatives.