Customer Service Representative

About the Role

As a Customer Service Representative, you are a direct point of contact for any patient, caregiver, referral source, or commercial account that contacts Quipt Home Medical either in person, over the telephone, or via the internet, to provide equipment and/or services. You will interact with customers to provide information in response to inquiries about products or services and handle and resolve complaints. You will receive, qualify, and process all customer orders in a timely, efficient, accurate, and courte manner.

Responsibilities

• Have a comprehensive understanding of:
  • All products the company carries
  • Companywide policies, procedures, standards, specifications, guidelines, and training programs
  • Basic Brightree functions
  • Proper intake procedures
  • Insurance verification and eligibility
  • CMN requirements and prior authorizations
  • Documentation requirements of the equipment
  • Patient’s financial responsibilities (deductible, co-insurance, co-pay, ABN/upgrade)
  • Difference between verbal, written, and WOPD orders
  • Complaint resolution procedures
• Answer the telephone using the company’s professional greeting and take complete, accurate, and detailed messages; transfer callers to the appropriate person or voicemail.
• Greet all visitors upon arrival and direct them to the appropriate personnel.
• Distribute mail daily and monitor the fax machine for incoming transmissions; distribute correspondence to appropriate personnel based on priority.
• Qualify orders by identifying the customer’s diagnosis and insurance coverage; verify necessary insurance reimbursement information for third-party billing and inform customers of financial responsibility.
• Input customers’ orders or changes into the computer system in a timely manner; process work orders, necessary paperwork, and prescriptions for physicians.
• Arrange convenient customer delivery/pickup times with patients and/or caregivers; convey orders to clinical specialists and/or delivery personnel.
• Handle customer complaints courteously using appropriate techniques, problem-solving skills, and follow-up logs.
• Audit, confirm, and file all deliveries, pickups, or exchange paperwork daily; review various edit reports to ensure accuracy.
• Track active rentals, automatic reorders, and concentrator maintenance, processing in a timely manner as per policy and procedure.
• Obtain appropriate prior authorization numbers and time frames from third-party payers; log information into the database.
• Obtain verbal and written orders from physicians, discharge planners, and other healthcare professionals as needed.
• Ensure all assigned procedures, including billing, posting, insurance, denials, inquiries, orders, and paperwork, are processed accurately and timely.
• Maintain and keep all patient files and information current at all times.
• Participate in company training programs.
• Demonstrate excellent oral and written communication skills with referrals, handling complaints, and qualifying orders.
• File all necessary paperwork into patient charts in a timely manner.
• Assist in working various computer reports for quality assurance.
• Instruct customers or caregivers in the proper and safe use of all equipment delivered; provide appropriate PIC sheets or other instructional material, obtain required signatures, and provide customers with a copy of the signed Delivery and Customer Information Checklists.
• Strictly adhere to all company policies and procedures.
• Perform scheduled hours and staggered shifts according to the company’s needs.
• Perform all above duties in other company locations when required.
• May perform other duties not specifically listed in this position description as assigned by a supervisor.
• Continually strive to develop your knowledge and skills in all areas of your job.

Requirements

• High school diploma or equivalent
• Previous experience in a clerical or customer service environment
• Knowledge of Microsoft Office (Word, Excel, etc.)
• Proficient general office skills (typing, computer, fax, filing, multiple phone lines)
• Neat personal appearance with a pleasing manner and strong interpersonal skills
• Strong communication skills with the capacity to make independent decisions
• Medicare/Medicaid and insurance billing, bookkeeping, or medical office experience preferred

Benefits

• Medical insurance (multiple plans to choose from)
• Dental and vision insurance
• Short-term and long-term disability options
• Life insurance
• Generous PTO plan
• Paid holidays
• 401K with company match
• Competitive pay

Continuing Education

As designated by management to include company in-services and off-site training programs appropriate to the industry and position.

FLSA Status: Non-Exempt