Customer Service Representative

The Customer Service Representative is responsible for rendering Superb Customer Service. Answer phone calls by the 2nd ring, Receive, qualify, and process, according to procedure, all customer orders in a timely, efficient, accurate, and courteous manner.

Responsibilities and Duties of the Customer Service Representative:

1. Answers incoming phone calls promptly and courteously.

2. Prepares and/or obtains appropriate documents associated with each customer order including but not limited to:

a) New patient information sheet

b) Prescription, cmn, letter of medical necessity

c) Insurance verification

d) Equipment/Supply list

e) Enter New patients in HDMS.

f) Create new patient folders, charts, and supply reorder forms.

3. Generates client New Setup Orders/and monthly reorders.

a) Confirm they are within eligibility dates.

b) Confirm they are ordering quantities allowed by insurance.

c) Confirm if Client is currently enrolled with Home Health Agency

d) Confirm date of delivery with client

4. Responds to customer inquiries, regarding appropriateness, availability, and coverage guidelines of equipment/supplies. Answer billing questions where applicable. When unable to respond to any of the above inquiries or questions, refer them to the appropriate department, or the Sr. Manager Care Coordinator if necessary.

5. Scans and indexes all documents electronically for future retrieval by all staff members.

6. Files all medical documents after indexing into proper patient file.

7. Prepares weekly referral report for sales/marketing department.

8. Makes calls to try and obtain problem CMN’s for Billing.

9. Mails Patient Birthday cards

10. Assists Accounting department with various tasks.

11. Reports any low levels of office supplies to the Office Manager.

12. Facilitates customer complaints/order errors.

a) Enter a note in the appropriate field on the computer.

b) Log errors in the “quality assurance tracking” book

c) Inform the Sr. Manager Care Coordinator

13. Participates in scheduled staff meetings and training programs.

14. Assists other staff members whenever possible.

15. Maintains regular and ongoing communication with warehouse and delivery personnel as necessary to exchange information regarding details of orders, and delivery schedule to minimize errors.

16. Performs all job duties in a safe, orderly, timely, and courteous manner.

Qualifications:

• Graduate of an accredited High School

• Previous Data Entry experience

• Typing and 10 key skills

• Excellent phone and customer relations skills

• Detail Oriented

• Must be able to multitask.

• Must be able to work independently as well as part of a team.

*DME and Enteral experience is a plus*

Job Type: Full-time

Pay: From $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: Hybrid remote in Elmhurst, IL 60126