Retail Customer Service Representative

IRB Medical Equipment LLC•Petoskey, MI

4d•Onsite

About The Position

Provides exceptional service as the first point of contact for customers. Takes orders, answers questions, handles complaints and troubleshoots problems. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Assists all internal and external customers in a professional manner. Receives requests from multiple sources (phone, fax, e-Commerce, in-person) and completes necessary process for equipment services. Coordinates home equipment service request with Dispatch for prompt delivery. Acquires and retains strong production knowledge in order to provide customers with product and service information. Keeps the showroom and the shelf inventory clean, rotated and in order. Verifies medical necessity, insurance coverage and physician orders for all insurance-assigned services and working with referral sources to ensure proper documentation when needed. Maintains current knowledge on Medicare, Medicaid and third-party payor sources for equipment. Follows policy and work instructions to ensure the Billing Department has the correct paperwork to complete insurance. Understands and strives to meet or exceed department metrics while providing excellent customer service. Makes sales or recommendations for products or services that may complement client needs, as applicable. Other duties as assigned by management.

Requirements

High school diploma or general education degree (GED).
Excellent interpersonal, written and oral communication skills.
Customer service orientation
Attention to detail
Good data entry skills
Proficiency with computers, with strong typing skills
Ability to work in a fast-paced environment.
Proficient English (verbal, written).
Ability to add, subtract, multiply, and divide in all units of measure using a calculator.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.

Nice To Haves

6 months of relevant customer service experience preferred.
Second language encouraged.

Responsibilities

Greet customers and maintain a positive, empathetic and professional attitude during interactions.
Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed.
Examine, interview, and measure patients to determine their appliance needs and to identify factors that could affect appliance fit.
Fit, test, and evaluate devices on patients, and make adjustments for proper fit, function, and comfort.
Instruct patients in the use and care of orthoses/prostheses, diabetic shoes, and mastectomy if applicable.
Maintain patient records.
Confer with physicians to formulate specifications and prescriptions for orthotic and prosthetic devices.
Keeps the showroom and the shelf inventory clean, rotated and in order.
Verifies medical necessity, insurance coverage and physician orders for all insurance-assigned services and working with referral sources to ensure proper documentation when needed.
Maintain current knowledge on Medicare, Medicaid and third-party payor sources for equipment.
Follows policy and work instructions to ensure the Billing Department has the correct paperwork to complete insurance.
Understanding and striving to meet or exceed department metrics while providing excellent customer service.
Making sales or recommendations for products or services that may complement client needs, as applicable.