PURPOSE OF POSITION

The primary purpose of the job position of Customer Service Representative is to provide a customer friendly service environment while demonstrating a strong working knowledge of the products and services specific to the DMEPOS environment.

RESPONSIBILITIES & EXPECTATIONS

Delivers accurate, courteous and prompt service in a highly professional manner. Communicates with customers by phone or in person and receives orders for delivery, pick-up, discontinuance, maintenance and / or change of service. Demonstrates knowledge, skill and ability necessary to recognize and provide age specific education to customers of various ages. Accurately completes required forms/order, determines coverage for services requested and charges Acquires the necessary information during the intake process to assure a smooth transition to sales, delivery and billing. Demonstrates a strong knowledge base in benefit coverage for insurance products.  Collects appropriate co-pays/payments and documents information in system. Maintains professional working standards at all times.  Demonstrates ongoing knowledge base pertaining to DMEPOS equipment and service. Maintains a working knowledge of Government, State (Medicare/Medicaid) and commercial insurance regulations, requirements and reimbursement. Works collaboratively with team members supporting a cooperative and productive work environment. Knowledge of electronic software programs.  Accurately processes new and ongoing orders accurately.  Demonstrates compliance with documentation mandates and standards. Professionally discusses complaints concerning billing or service rendered, referring complaint or service failures to the designated entity for resolution.  Responds appropriately to customer questions and concerns Maintains open communication and confidentiality with customers, peers and referral sources. Demonstrates proficiency and productivity in a fast-paced environment with unscheduled interruptions while maintaining acceptable judgement and responsibility for decisions, consequences and outcomes. Demonstrates good organizational, time management and communication skills. Participates in traditional and e-learning opportunities. Participates in performance improvements activities. Participates in traditional and e-learning

JOB REQUIREMENTS

Maintains a high level of product knowledge on all DMEPOS products Responsible for completing documentation relevant to individual situation; thoroughly and accurately All mandatory documentation required in CPR+ is completed in a timely manner Responsible for maintaining an organized, customer-friendly working environment Follows infection control protocols and universal precautions Utilizes proper safety protocols Maintains client confidentiality High level of knowledge of DMEPOS products and services Prior customer services / industry experience preferred High School graduate or equivalent (GED). Work effectively within a team setting Excellent communication skills

All qualified applicants with receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or veteran status.

WORKING CONDITIONS:

Works 8 hours per day, Monday through Friday Expected to adhere to hospital policies and procedures Primarily sits

 

PHYSICAL REQUIREMENTS ADDENDUM

 

O=Occasionally = 33% of the work shift or 0-32 repetitions

F=Frequently = 34-66% of the work shift or 32-200+ repetitions

C=Constantly = 67-100% of the work shift or 200+ repetitions

N=Not essential job requirement

 

C                      Standing

C                      Walking

O                     Lifting (70 pounds)

O                     Carrying (70 pounds)

O                     Pushing (70 pounds)

N                      Climbing with (70 pounds)

O                     Stooping/Bending

O                     Kneeling/Squatting

O                     Crawling

O                     Reaching Up/Reaching Forward