Hart Medical Equipment

Customer Support

• Provides exceptional service as the first point of contact for customers
• Complete setups and reorders for equipment, answer questions from patients and referrals, resolve issues efficiently and handle multiple tasks simultaneously while maintaining attention to detailed
• Assists all customers in a professional manner
• Maintain a positive, empathetic and professional attitude toward customers at all times
• Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed
• Receives requests from multiple referral sources and completes requirements for equipment to be dispensed to the patients
• Coordinates home equipment service request with Dispatch for prompt delivery or with our vendors for shipping to a patient
• Provide customers with product and service information
• Maintain current knowledge on Medicare, Medicaid and third-party payor sources for equipment
• Verifies medical necessity, insurance coverage, physician orders and obtain additional documentation required for all insurance assigned services
• Follows policy and work instructions to ensure the Billing Department has the correct paperwork to obtain payment for the equipment supplied
• Understanding and striving to meet or exceed department metrics while providing excellent customer service
• Other duties as assigned by management

Customer Service Representative