Customer Experience Representative

Essential Functions

• Manages Customer Re-orders to ensure prompt delivery of patient products.
• Maintain a patient load of approximately 300-600 patients (35 patients contacted per day).
• Utilize the help of additional CERs/CEL/or OM on days requiring more than 35 patient contacts.
• Review patient files to ensure all documents are present and up to date, including prescriptions, medical records, patient handouts, and Prior Approvals.
• Notify patients of expired documents needing a doctor's appointment.
• Communicate with Medical Records Specialist for timely receipt of medical records and prescriptions.
• Contact patients to inquire about product needs, quantity on hand, active Home Health episodes, and address or insurance changes.
• Confirm and process Sales Order and Purchase Order, confirming the order has been sent to the appropriate fulfillment agent.

Qualifications

• Excellent customer experience skills.
• Ability to make ~35 outbound phone calls a day to patients.
• Medical office and healthcare administration experience preferred.
• High level of verbal communication skills required.
• Data entry experience, preferably with Brightree or Epic.
• Confidentiality and organization of patient files and medical records.
• Dependability and independence.
• Team player.
• Microsoft Office skills (Word, Excel, Outlook).