Customer Service Representative

This is a fully remote position, open to applicants in Michigan.

📋 Description

• Delivers outstanding service as the initial point of contact for clients.

• Handles equipment setups and reorders, addresses inquiries from patients and referrals, efficiently resolves issues, and manages multiple tasks while maintaining a keen attention to detail.

• Assists all clients in a courteous and professional manner.

• Upholds a positive, empathetic, and professional demeanor towards customers at all times.

• Engages in active listening with clients, confirming or clarifying information and managing dissatisfied customers as necessary.

• Receives requests from various referral sources and fulfills requirements for equipment to be dispensed to patients.

• Coordinates home equipment service requests with Dispatch for timely delivery or with vendors for patient shipping.

• Provides clients with information regarding products and services.

• Maintains up-to-date knowledge on Medicare, Medicaid, and third-party payer sources for equipment.

• Verifies medical necessity, insurance coverage, physician orders, and obtains additional documentation needed for all insurance-related services.

• Follows policies and work instructions to ensure the Billing Department receives accurate paperwork to secure payment for supplied equipment.

• Understands and strives to meet or exceed departmental metrics while delivering excellent customer service.

• Performs other duties as assigned by management.

⛳️ Requirements

• High school diploma or general education degree (GED).

• 6 months of relevant customer service experience is preferred.

• Previous experience in a customer service call center role is desirable but not mandatory.

• Exceptional verbal and written communication skills, with the ability to convey information clearly and effectively.

• Strong analytical and problem-solving skills to efficiently address customer inquiries and resolve issues.

• Familiarity with computers and call center software; proficiency in data entry and order processing.

• Experience with any of the following systems: HDMS, EPIC, RightFax, Parachute, CarePort, OnBase, RingCentral, Outlook, OneNote, Excel, NICE, Collect Plus, HealthCall is preferred.

• Experience in verifying insurances and submitting Prior Authorizations using payer web portals or equivalent experience.

• Ability to manage multiple tasks simultaneously while maintaining attention to detail.

• Strong dedication to providing exceptional customer service and ensuring a positive customer experience.

• Willingness to adapt to evolving processes, technology, and customer needs in a dynamic environment.

• Ability to work cooperatively within a team while also being self-motivated.

🏝️ Benefits

• Hart Medical Equipment provides a competitive salary and benefits package.