Customer Service Representative - Medical

Summary: The Customer Service Representative is responsible for ensuring all incoming patient orders are facilitated correctly, efficiently, and billed accordingly. The Customer Service Representative assists with and is responsible for all day-to-day activities associated with all requests for service, intake, data entry, insurance verification, authorizations, compliance and follow-up. The Customer Service Representative is responsible for referring patients to other agencies when the services are beyond our scope of service. The Customer Service Representative is responsible for ensuring operations are executed in a manner which maximizes effectiveness and efficiency and complies with all legal and regulatory requirements associated with health care providers.

Essential Duties and Responsibilities:
Include the following, other duties may be assigned

• · Gathers patient information necessary to provide durable medical equipment and supplies.
• · Enters patient data into EMR and scanning documentation
• · Verification of patient insurance to include: eligibility, patient responsibility, and covered services/equipment
• · Records patient complaints and forwards to appropriate personnel for action.
• · Coordinates medical equipment billing with the billing department to ensure efficiency and effectiveness of care.
• · Coordinates homecare services between the company and contracted personnel.
• · Answers all incoming calls and forward to appropriate department
• · Maintains patient data in an efficient manner, provides reports when needed.
• · Processes monthly resupply orders for patients according to their insurance policies and guidelines.
• · Assist patients with retail purchases
• · Track and monitor incoming referrals
• · Monitor and process incoming orders from third party websites
• · Other related duties as assigned by manager.

Supervisory Responsibilities (if applicable): None

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• Customer Service May encounter difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Interpersonal Skills Focuses on conflict resolution and seeks the highest degree of accountability. Listen to others with empathy and without interrupting. Ability to manage interpersonal conflicts among patients, families and others in a positive and constructive manner.
• Communication Speaks clearly and professionally in positive or negative situations; writes clearly and informatively; listens and gets clarification; able to read and interpret written information. Ability to recognize and direct information to the appropriate health care provider.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education, Credentials, Certification, and/or Experience:

• High School Diploma or GED, 2-year degree preferred
• 2 years related experience in DME preferred and/or training in medical services related fields
• Spanish speaking and writing abilities preferred

Knowledge, Skills, and Abilities:

• Strong interpersonal / CSR skills
• Strong verbal and written communication skills
• Good computer skills
• Good organizational skills
• Competent in usage of office equipment