Retail Customer Service Representative

IRB Medical Equipment LLC•Gaylord, MI

About The Position

Provides exceptional service as the first point of contact for customers by taking orders, answering questions, handling complaints, and troubleshooting problems. The representative assists internal and external customers, receives service requests through phone, fax, e-commerce, and in-person channels, and coordinates home equipment service requests with Dispatch. After competency approval, the role may include bracing and related patient care, such as assessing appliance needs, fitting and adjusting devices, instructing patients in their use and care, maintaining patient records, and conferring with physicians about device specifications and prescriptions. The position requires product knowledge, maintaining showroom and shelf inventory, verifying medical necessity and insurance coverage, confirming physician orders and required documentation, and following procedures so the Billing Department receives correct paperwork. The representative is expected to meet or exceed department metrics while providing excellent customer service and, when appropriate, recommending complementary products or services. Duties may change, and other duties may be assigned.

Requirements

High school diploma or GED.
Excellent interpersonal, written, and oral communication skills.
Customer service orientation.
Attention to detail.
Good data-entry skills.
Computer proficiency and strong typing skills.
Ability to work in a fast-paced environment.
Proficient English verbal and written skills.
Ability to add, subtract, multiply, and divide in all units of measure using a calculator.
Ability to understand and carry out written, oral, or diagrammed instructions using common sense, and to address problems involving several concrete variables in standardized situations.
Ability to regularly sit, talk, and hear; occasionally stand and walk; and occasionally lift or move up to 25 pounds, or 50 pounds for retail.
Ability to work safely.

Nice To Haves

Six months of relevant customer service experience preferred.
A second language is encouraged.

Responsibilities

Greet customers and maintain a positive, empathetic, and professional attitude.
Listen actively, confirm or clarify information, and diffuse angry customers as needed.
Assist internal and external customers professionally.
After competency approval, examine, interview, and measure patients to determine appliance needs and factors that could affect fit.
Fit, test, and evaluate devices on patients, adjusting them for proper fit, function, and comfort.
Instruct patients in the use and care of orthoses, prostheses, diabetic shoes, and mastectomy products, if applicable.
Maintain patient records.
Confer with physicians to formulate specifications and prescriptions for orthotic and prosthetic devices.
Receive requests through phone, fax, e-commerce, and in-person channels and complete the necessary equipment-service processes.
Coordinate home equipment service requests with Dispatch for prompt delivery.
Acquire and retain product knowledge to provide customers with product and service information.
Keep the showroom and shelf inventory clean, rotated, and in order.
Verify medical necessity, insurance coverage, and physician orders for insurance-assigned services; work with referral sources to obtain proper documentation when needed.
Maintain current knowledge of Medicare, Medicaid, and third-party payors for equipment.
Follow policies and work instructions to ensure the Billing Department receives the correct insurance paperwork.
Work toward meeting or exceeding department metrics while providing excellent customer service.
Make sales or recommend complementary products or services when applicable.
Complete orientation and selected courses within the designated timeframe.
Perform other duties as assigned by management.