Customer Service Associate - Respiratory

Job Duties / Essential Functions

• Solicit customer feedback to improve service
  Respond to requests for service and assistance in a timely manner
  Provide appropriate documentation of customer satisfaction comments

• Receive customers and/or answer phone calls courteously
  Assess customers' needs and consider them in decision-making processes to ensure customer satisfaction
  Maintain logged into phone queue to reduce customer wait time and facilitate timely processing of orders
  Greet customers in a polite and professional manner. Determine customer’s needs and process orders timely and accurately
  Adhere to the department’s attendance and scheduling requirements, which includes working rotating shifts, weekends and holidays

• Aid with customer service education within MEC
  Assist with customer service training as requested by departments/managers

• Process orders in a timely and accurate manner and collect copayments upfront to facilitate prompt turnaround of accounts receivable
  Understand payer specific billing/payment requirements and state and federal mandated standards to ensure orders are dispensed appropriately and reduce possibilities of write-offs
  Perform thorough and accurate verification of insurances
  Ensure all appropriate documentation is received; script, PAR’s, qualifying SAT’s, F2F and WOPD prior to dispensing orders to ensure reimbursement and reduce opportunities for financial recoupment (where applicable)

Specialty Essential Functions

• Adhere to all state and federally mandated documentation standards
  Enter all documentation in the computer system accurately on a daily basis accurately as required
  Perform thorough verification of insurance
  Open new customer computer files and complete required documents before passing on account to billing department
  Accurately and efficiently, create the appropriate delivery, billing and collection paperwork
  Enter and confirm work orders and monitor open orders for accuracy and completion
  Navigate through multiple software systems to get the patient scheduled and pushed to the Respiratory Therapists
  Follow up on the patient’s compliance goals and make sure they are using the unit as needed per doctor’s request and the insurance guidelines to continue to pay for device

• Answer phones by the third ring, using all features of the phone effectively and using hold only for short times and with good follow up
  Speak clearly and provide excellent customer service over the phone, through tone and style, when handling the initial customer contact with home care patients and referral courses
  Gather complete data and accurately take orders
  Communicate with patients over via MedChat (system that is used to help patients via web chat)

• At intake, prepare patient paperwork and enter all patient data correctly, including demographic information, physician, diagnosis and payer. Enter data into the computer based on customer interviews
  Determine the best method for providing service while evaluating reimbursement and cost impact to the company. Make those decisions based on customer need, vendor pricing and third-party reimbursement possibilities
  Verify insurance as required, with both primary and secondary payers, and determine if request for product or service can be fulfilled within parameters of insurance coverages or if the request requires management review and approval. - In certain case by case situations and with Manager’s approval, negotiate levels of service and discounts
  Learn and follow the most up to date billing processes for each insurance

• Ensure compassionate and positive interactions with customers
  Respond quickly and professionally to customer inquiries (patients and referral sources), both in the store and on the phone, with regard to appropriateness, availability, and coverage guidelines of equipment/supplies
  Receive, investigate and respond to all customer inquires regarding shipments, products, deliveries and complaints
  Resolve customer concerns and complaints by identifying problems and coordinating appropriate corrective action - Maintain accurate and complete documentation of complaints and resolutions
  When unable to respond to any of the above inquiries or questions, refer patients and referral sources to the office manager or personnel best suited to handle them
  Provide skilled responses to grieving, upset or difficult customers
  Exhibit excellent verbal and written communication skills

• Assist patients in selection of and instruction regarding equipment, supplies, and services
  Be able to accurately and clearly instruct the customer or caregiver in the proper and safe use of all equipment delivered in the store and provide each customer with the appropriate instructional material
  Be able to solicit sales of new or additional products or services by suggesting additional follow-up items relative to the patient’s diagnosis

• Walk-in and Retail Sales (Where applicable)
  Greet walk-in customers promptly, courteously and above all, in a friendly manner
  Consult with walk-in customers as to their equipment and service needs. Use open-ended questions effectively as part of the sales process
  Prepare order form and all documentation needed for intakes
  Obtain required signatures and provide the customer with a new patient packet
  Provide the customer complete documentation and instruction
  Make certain area is picked up and neat after helping customer
  Be able to solicit sales of new or additional products or services by suggesting additional follow-up items relative to the patient’s diagnosis

• Treat all information and data within the scope of the position with appropriate confidentiality and security
  Understand and practice the rules regarding patient confidentiality, HIPAA and compliance, and safety. Adhere to all state and federally mandated standards regarding confidentiality and patient rights