Customer Service Representative

About the position

Quipt Home Medical is a rapidly growing leader in the provision of clinical respiratory equipment and service in the durable medical equipment industry. We are looking for driven individuals to come grow with us. As a Customer Service Representative, you are a direct point of contact for any patient, care giver, referral source, or commercial account that contacts Care Medical either in person, over the telephone or via the internet, to provide equipment and/or services. All CSSs are able to interact with customers to provide information in response to inquiries about products or services and to handle and resolve any complaints. A CSS is to receive, qualify, and process, according to procedure, all customer orders in a timely, efficient, accurate, and courteous manner. A CSS is often involved in investigating and responding to customer inquiries regarding shipments, products, deliveries and complaints.

Responsibilities

• Have a comprehensive understanding of all products we carry
• Understand companywide Policies, Procedures, Standards, Specifications, Guidelines and Training Programs
• Know Basic Brightree Functions
• Follow Proper Intake Procedures
• Conduct Insurance Verification and Eligibility
• Understand CMN Requirements and Prior Authorizations
• Know Documentation Requirements of the Equipment
• Inform customers of their Financial Responsibilities (Deductible, Co-Insurance, Co-Pay, ABN/Upgrade)
• Differentiate Between Verbal, Written and WOPD orders
• Follow Complaint Resolution Procedures
• Answer the telephone using the company's professional greeting and take complete, accurate and detailed messages
• Greet all visitors and direct them to appropriate personnel
• Distribute mail daily and monitor the fax machine for incoming transmissions
• Qualify orders by identifying the customer's diagnosis and insurance coverage
• Input customers' orders or changes into the computer system timely
• Arrange for convenient customer delivery/pickup time with patient and/or caregivers
• Handle customer complaints courteously using appropriate techniques
• Audit, confirm and file all deliveries, pick-up or exchange paperwork daily
• Track active rentals, automatic reorders, and concentrator maintenance
• Obtain appropriate prior authorization number and time frame from appropriate third party payer
• Obtain verbal and written orders from physicians and other healthcare professionals
• Ensure all assigned procedures are processed accurately and timely
• Maintain and keep patient files and information current
• Participate in company training programs
• Demonstrate excellent oral and written communication skills
• Timely file all necessary paperwork into patient charts
• Assist in working various computer reports for quality assurance
• Instruct the customer or caregiver in the proper and safe use of all equipment delivered
• Strictly adhere to all company policies and procedures
• Perform scheduled hours, staggered shifts as needed
• Perform all duties in other company locations when required
• May perform other duties as assigned by supervisor
• Strive to develop knowledge and skills in all areas of the job

Requirements

• High School Diploma or equivalent
• Previous experience in a Clerical or Customer Service environment
• Knowledge of Microsoft Office (Word, Excel)
• Proficient general office skills (typing, computer, fax, filing, multiple phone line)
• Neat personal appearance with pleasing manner and interpersonal skills
• Strong communication skills with capacity to make independent decisions
• Medicare/Medicaid and insurance billing, bookkeeping or medical office experience preferred

Benefits

• Medical Insurance- multiple plans to choose from
• Dental & Vision Insurance
• Short Term Disability & Long Term Disability Options
• Life Insurance
• Generous PTO plan
• Paid Holidays
• 401K
• 401K match
• Competitive Pay