Customer Service Representative
Hart Medical Equipment
full-time
Posted on:
Location Type: Remote
Location: Missouri • United States
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Job Level
About the role
- 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
Requirements
- High school diploma or general education degree (GED)
- 6 months of relevant customer service experience preferred
- Previous experience in a customer service call center role is preferred but not required
- Excellent verbal and written communication skills, with the ability to convey information clearly and effectively
- Strong analytical and problem-solving abilities to address customer inquiries and resolve issues efficiently
- 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 preferred
- Experience verifying insurances and submitting Prior Authorizations using the payer web portals or equivalent experience
- Capacity to handle multiple tasks simultaneously while maintaining attention to detail
- Strong commitment to providing exceptional customer service and a positive customer experience
- Willingness to adapt to changing processes, technology, and customer needs in a fast-paced environment
- Ability to work collaboratively within a team environment while also being self-motivated
Benefits
- Competitive salary and benefits package
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data entryorder processinginsurance verificationPrior Authorizationscustomer service experienceanalytical skillsproblem-solving skillsattention to detailcall center experiencemedical necessity verification
Soft skills
verbal communicationwritten communicationactive listeningempathyprofessionalismmulti-taskingadaptabilityteam collaborationself-motivationcustomer service commitment
Certifications
high school diplomaGED