Customer Service Representative

About the Role

Quipt Home Medical is a rapidly growing leader in the provision of clinical respiratory equipment and service in the durable medical equipment industry. We are looking for driven individuals to come grow with us. As a Customer Service Representative, you are a direct point of contact for any patient, care giver, referral source, or commercial account that contacts Care Medical either in person, over the telephone or via the internet, to provide equipment and/or services. All CSSs are able to interact with customers to provide information in response to inquiries about products or services and to handle and resolve any complaints. A CSS is to receive, qualify, and process, according to procedure, all customer orders in a timely, efficient, accurate, and courteous manner. A CSS is often involved in investigating and responding to customer inquiries regarding shipments, products, deliveries and complaints. This position reports to the Branch Manager/CSR Director.

Benefits

• Medical Insurance – multiple plans to choose from
• Dental & Vision Insurance
• Short Term Disability & Long Term Disability Options
• Life Insurance
• Generous PTO plan
• Paid Holidays
• 401K
• 401K match
• Competitive Pay

Responsibilities

• Have a comprehensive understanding of: all products we carry; 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 appropriate person or voice mail number
• Greet all visitors on their arrival and ensure they are properly directed to the appropriate personnel
• Distribute mail daily and monitor the fax machine for incoming transmissions; distribute correspondence to appropriate personnel or mailbox depending on priority
• Qualify orders by identifying the customer’s diagnosis and insurance coverage and ensure verification of the necessary insurance reimbursement information to process third party billing when appropriate; inform customers of financial responsibility
• Input customers’ orders or changes into the computer system timely; process work order and necessary paperwork as well as prescriptions for physicians
• Arrange for convenient customer delivery/pickup time with patient 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, pick-up or exchange paperwork daily; review various edit reports to assure accuracy
• Track active rentals, automatic reorders, and concentrator maintenance, processing timely as per policy and procedure
• Obtain appropriate prior authorization number and time frame from appropriate third party payer; log information into database
• Obtain verbal and written orders from physicians, discharge planners and other healthcare professionals as needed
• Ensure that all assigned procedures, including but not limited to, billing, posting, insurance, denials, inquiries, orders, and paperwork are processed in an accurate and timely manner
• Maintain 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
• Timely file all necessary paperwork into patient charts
• Assist in working various computer reports for quality assurance
• 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 PIC sheet or other instructional material; obtain required signatures and provide customers with a copy of the signed Delivery and Customer Information Checklists
• Strict adherence to all company policies and procedures
• Perform scheduled hours, staggered shifts in accordance to the needs of the company
• Perform all above duties in other company locations when required
• May perform other duties not specifically listed as assigned by supervisor
• Continually strive to develop your knowledge and skills in all areas of your job

Qualifications

• 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 line)
• Neat personal appearance with pleasing manner and interpersonal skills
• Strong communication skills with capacity to make independent decisions
• Medicare/Medicaid and insurance billing, bookkeeping or medical office experience preferred

Continuing Education

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

FLSA Status: Non-Exempt