Customer Service - Repair

About the role

The CSA I - Repair handles initial customer contact in person, over the telephone, or via the web. These interactions may involve patients, caregivers, referral sources, or commercial accounts. The role involves receiving, qualifying, and processing customer orders efficiently and courteously, as well as investigating and responding to inquiries about shipments, products, deliveries, and complaints.

When a patient's unit requires repair, the CSA I - Repair troubleshoots the issue over the phone. If the problem exceeds their expertise, the order is escalated to repair technicians for evaluation. Once a decision is made, the CSA I - Repair submits the request to insurance for authorization to repair the unit.

This role actively promotes a Lean work culture by encouraging the consistent use of LEAN principles and processes, seeking work process improvements, and demonstrating commitment to the company’s missions, vision, and values.

Responsibilities

• Receive, qualify, and process customer orders in a timely, accurate, and courteous manner.
• Investigate and respond to customer inquiries regarding shipments, products, deliveries, and complaints.
• Troubleshoot patient unit issues over the phone; escalate to repair technicians when necessary.
• Submit repair authorizations to insurance after evaluation.
• Promote and apply LEAN principles to improve work processes.
• Demonstrate ownership of motivation, morale, performance, and professional development.

Requirements

• High School Diploma or GED.
• Previous experience in healthcare or durable medical equipment preferred.
• Demonstrated PC skills with proven data entry experience.
• Proficient in MS Office, especially Word and Excel.
• Strong organizational and time management skills.
• Previous experience with insurance guidelines, medical terminology/diagnosis, and extracting data from EMRs preferred.

Physical and Mental Requirements

• Sitting for extended periods of time.
• Manual dexterity for typing and writing.
• Ability to read small print and view a computer screen for prolonged periods.
• Ability to lift, push, pull, or carry objects up to 20 pounds.
• Able to wear over-ear headsets for the majority of the workday.

Inability to meet one or more of these requirements will not automatically disqualify a candidate. Reasonable accommodations may be requested and considered depending on the requirement and its relation to essential job functions.