Customer Service Representative

About This Role

Serve as the primary point of contact for patients, caregivers, and referral sources, providing information and resolving inquiries regarding durable medical equipment and services. Process customer orders efficiently and ensure proper insurance verification and billing procedures.

Responsibilities

• Interact with customers in person, over the telephone, or via the internet to provide information and resolve complaints
• Receive, qualify, and process all customer orders in a timely, efficient, accurate, and courteous manner
• Investigate and respond to customer inquiries regarding shipments, products, deliveries, and complaints
• Answer telephones using professional greeting and transfer calls to appropriate personnel
• Greet visitors, ensuring proper direction to relevant personnel
• Distribute mail daily and monitor fax machine for incoming transmissions
• Qualify orders by identifying customer's diagnosis and insurance coverage, ensuring verification for third-party billing
• Input customer orders and changes into the computer system, processing work orders and prescriptions
• Arrange convenient customer delivery/pickup times and convey orders to clinical specialists or delivery personnel
• Handle customer complaints courteously, utilizing problem-solving skills and follow-up logs
• Audit, confirm, and file all deliveries, pick-up, or exchange paperwork daily, reviewing edit reports for accuracy
• Track active rentals, automatic reorders, and concentrator maintenance, processing according to policy and procedure
• Obtain appropriate prior authorization numbers and timeframes from third-party payers and log information
• Obtain verbal and written orders from physicians, discharge planners, and other healthcare professionals
• Ensure all assigned procedures, including billing, posting, insurance, denials, inquiries, and orders are processed accurately and timely

Requirements

• High School Diploma or equivalent
• Previous experience in a Clerical or Customer Service environment
• Knowledge of Microsoft Office (Word, Excel)
• Proficient general office skills (typing, computer, fax, multiple phone line)
• Neat personal appearance with pleasing manner and interpersonal skills
• Strong communication skills with capacity to make independent decisions

Qualifications

• High School Diploma or equivalent

Nice to Have

• Medicare/Medicaid and insurance billing
• Bookkeeping or medical office experience

Skills

* Required skills

Benefits