Customer Service Representative

WVU Medicine•Bridgeport, CT

23h•Onsite

About The Position

Welcome! We’re excited you’re considering an opportunity with us! To apply to this position and be considered, click the Apply button located above this message and complete the application in full. Below, you’ll find other important information about this position. Greets walk-in customers and assists with obtaining product needs. Handles sales calls from referrals and customers with timely follow through. Completes sales order and verifies proper documentation is obtained. Develops and maintains working knowledge of most insurance plans. Educates customers on medical equipment use. Ensures financial obligation of customer is met. Works daily reports and tasks as assigned. Performs closing of POS system as assigned. Able to troubleshoot basic equipment such as credit card devised, scanners, etc.

Requirements

High school diploma or equivalent.
One (1) year experience in sales/customer service.
Maintains a friendly persona during all interactions. Able to defuse frustrated customers.
Displays empathy and understanding to help customer obtain equipment needed.
Able to multi-task, pay attention to detail, and think independently within a team.
Able to build relationships with customers and referral sources.
Strong reading, writing, spelling, grammar, punctuation and mathematical calculations skills.
Skilled in computer use including excel and word.

Nice To Haves

Experience in home medical equipment sales.
Experience with ICD-10 and CPT-4 coding.
Bilingual (English and Spanish).

Responsibilities

Professionally and promptly greets walk-in customers with a positive attitude. Provides assistance to identify customer needs. Develops and maintains product knowledge to answer questions and offer alternatives as needed.
Receives sales calls from referrals and customers. Handles information appropriately and inputs data accurately and completely. Follows through timely with customer and/or referral. Retrieves voice mail messages timely and returns calls the same day. Handles all fax orders as designated. Properly makes notes in customer accounts.
Develops and maintains a working knowledge of current Medicare, Medicaid, insurance regulation and ACHC guidelines.
Create and completes sales orders. Ensures prescriptions and any required face-to-face notes meet criteria for dispensing. Obtains and/or verifies PAR is valid as needed and verifies insurance information is current. Research for additional documentation in EPIC as needed. Communicates effectively with referral for any additional information.
Educates customers on safe use, functions, and maintenance of medical equipment. Measure and assist customers with stockings, braces, etc. where a fitter is not required.
Ensures co-pays and deductibles are collected at time of transaction. Process payments accurately thru POS, unapplied, and AR dashboard. Post deposits daily. Maintains basic knowledge of billing process. Enrolls customers in Auto-pay as applicable for recurring rentals, and eDelivery for billing.
Follows up on open orders timely. Works WIP report and follows daily task sheet. Ensures as many sales orders are ready to be confirmed by month end as possible.
Manages Point of Sale system and accurately process’s daily closing and reports. Discrepancies in Point of Sales closing are reported promptly. Prepares bank deposit.
Able to troubleshoot POS, credit card devices, check scanner, and fax. Knows who to call for assistance.
Maintains neat and organized workstation and sales floor. Restocks sales floor as needed.