SMS-CUSTOMER SERVICE SPEC I

Sparrow•Lansing, MI

10d•Onsite

About The Position

As a member of the Customer Service team, the Customer Service Representative I supports UMH-Sparrow Medical Supply sites by advancing customer service goals and operational objectives. The role delivers service to patients, customers, team members, and referral sources, with a focus on relationship-building, problem-solving, patient safety, customer satisfaction, and financial accountability. The representative responds to customer inquiries in person, by phone, and by email; acts as a primary customer contact; gathers missing referral information; enters customer, insurance, and documentation data; fulfills orders; and routes and files documents in electronic medical records. The role verifies insurance benefits, obtains required documentation and authorizations, processes payments, communicates across locations, and seeks supervisory assistance with complex issues. It also requires understanding CSR I tasks, products, pricing, and inventory, while prioritizing referrals and customer needs. Retail duties include maintaining stock and showroom organization, performing basic fittings, receiving and labeling products, educating customers on safe equipment use, reconciling daily cash deposits, and verifying eligibility and coverage. Call center duties include managing phone queues, checking after-hours and non-urgent messages, prioritizing referrals and faxes for timely or urgent deliveries, and coordinating with referral sources and patients. Lansing office duties include scheduling PAP appointments, triaging PAP-related calls, and prioritizing assigned fax letters for urgent needs.

Requirements

High school diploma, GED, or successful completion of 12 grades.
Ability to use computers and/or mobile devices effectively for daily job activities.
Ability to listen respectfully to others’ viewpoints and ideas.
Excellent interpersonal skills and a genuine desire to help others.
Excellent verbal and written communication skills.
Ability to foster a positive and reciprocal team environment.
Critical-thinking skills, including prioritizing duties and immediate needs or requests such as hospital discharge or hospice requests.
Personal accountability, including attendance.
Ability to identify and use appropriate resources to follow through on and resolve problems or concerns.
Knowledge of facility safety requirements.
Ability to work with and help new team members acclimate to the healthcare team environment.
Good math and organizational skills.

Nice To Haves

Previous healthcare or customer service experience is preferred.

Responsibilities

Respond to and resolve customer inquiries in person, by phone, and by email.
Serve as the primary customer contact and address customer needs professionally.
Contact referral sources to obtain missing information needed to complete referrals.
Accurately enter customer, insurance, and documentation information into the database system.
Fulfill orders by selecting appropriate products.
Route inbound documents accurately and file them in the appropriate customer electronic medical record accounts or folders.
Seek supervisory assistance to resolve complex customer issues.
Develop a complete understanding of CSR I tasks and competencies.
Maintain a general understanding of products, prices, and inventory locations.
Ensure information and documentation are complete and properly entered for payment.
Obtain additional documentation through EPIC, telephone, or fax inquiries when required.
Communicate effectively between locations to support customer needs.
Help create a positive workplace culture.
Verify customer insurance benefits and eligibility, obtain required documentation and authorizations, and enter authorization information appropriately.
Process payments by cash register, credit card, or payment portal, and assist customers or patients with arranging payment plans in the portal.
Multitask and prioritize referrals to meet timelines and customer needs.
Monitor product needs and maintain supply levels by stocking products.
Perform basic fittings, such as knee braces, wrist braces, and soft cervical collars.
Receive purchase orders through warehouse transfers, verify orders and quantities, print barcode price labels, and place stock in appropriate bin locations.
Maintain the cleanliness and organization of the showroom and product displays, and assign product bin locations.
Educate customers on appropriate equipment or supply use and safety.
Process daily cash drawer deposits and verify transaction accuracy.
Manage call volumes and monitor the phone queue.
Check after-hours and non-urgent message lines.
Prioritize referrals to support timely hospital discharges and prioritize fax referrals for urgent medical equipment and supply deliveries.
Act as a liaison between referral sources and patients to provide insurance education.
For the Lansing office, schedule PAP appointments, triage PAP-related calls, and prioritize assigned alpha fax letters for urgent faxes, including hospital discharges, same-day deliveries, and orders with high medical need.