Customer Service Representative

QUIPT HOME MEDICAL INC•Salina, KS

19d

About The Position

Quipt Home Medical is a rapidly growing provider of clinical respiratory equipment and services in the durable medical equipment industry. The Customer Service Representative serves as a direct point of contact for patients, caregivers, referral sources, and commercial accounts contacting the company in person, by telephone, or online. The representative responds to questions about products and services, handles complaints, and receives, qualifies, and processes customer orders accurately, efficiently, courteously, and in a timely manner. The role also investigates and responds to inquiries about shipments, products, and deliveries. The representative performs customer-service and clerical work related to order intake, insurance verification, documentation, billing processes, deliveries, equipment instruction, and maintenance of patient records. The position reports to the Branch Manager/CSR Director and may involve scheduled hours and staggered shifts according to company needs, work at other company locations when required, and other duties assigned by a supervisor.

Requirements

High school diploma or equivalent.
Previous experience in a clerical or customer service environment.
Knowledge of Microsoft Office, including Word and Excel.
General office proficiency, including typing, computer use, faxing, filing, and handling multiple phone lines.
Neat personal appearance, a pleasing manner, and interpersonal skills.
Strong communication skills and the capacity to make independent decisions.

Nice To Haves

Medicare/Medicaid and insurance billing, bookkeeping, or medical office experience is preferred.
Participate in continuing education designated by management, including company in-services and off-site training programs as appropriate to the industry and position.

Responsibilities

Understand the company’s products, policies, procedures, standards, specifications, guidelines, training programs, basic Brightree functions, intake procedures, insurance verification and eligibility, documentation requirements, patient financial responsibilities, order types, and complaint-resolution procedures.
Answer telephone calls using the company’s professional greeting, take complete and accurate messages, and transfer callers to the appropriate person or voicemail.
Greet visitors and direct them to appropriate personnel.
Distribute daily mail and monitor incoming faxes, routing correspondence according to priority.
Qualify orders by identifying customer diagnoses and insurance coverage, verify insurance reimbursement information for third-party billing when appropriate, and inform customers of their financial responsibilities.
Enter customer orders and changes into the computer system promptly; process work orders, paperwork, and physician prescriptions.
Arrange delivery or pickup times with patients or caregivers and convey orders to clinical specialists or delivery personnel.
Handle customer complaints courteously using appropriate problem-solving techniques and follow-up logs.
Audit, confirm, and file delivery, pickup, and exchange paperwork daily; review edit reports for accuracy.
Track active rentals, automatic reorders, and concentrator maintenance, and process them according to policy and procedure.
Obtain prior authorization information and time frames from third-party payers and record the information in the database.
Obtain verbal and written orders from physicians, discharge planners, and other healthcare professionals as needed.
Process assigned billing, posting, insurance, denials, inquiries, orders, and paperwork accurately and promptly.
Maintain current patient files and information, and file necessary paperwork in patient charts on time.
Participate in company training programs and continually develop job knowledge and skills.
Demonstrate strong oral and written communication when working with referral sources, handling complaints, and qualifying orders.
Assist with computer reports used for quality assurance.
Instruct customers or caregivers in the proper and safe use of equipment delivered in the store, provide appropriate instructional materials, obtain required signatures, and provide copies of signed delivery and customer information checklists.
Follow company policies and procedures.
Work scheduled hours and staggered shifts according to company needs, and perform duties at other company locations when required.
Perform other duties assigned by a supervisor.