Customer Service Representative

Essential Duties and Responsibilities

• Ensure all orders are processed in a timely and accurate manner with appropriate paperwork completed.
• All orders must be entered into the system timely with all necessary documentation included and ready for billing upon delivery (or as allowed by authoritative and governing guidelines).
• Handle inbound and outbound phone calls in a timely and professional manner; respond to inquiries and calls with proper prioritization and within reasonable timeframe; ensure that interactions are documented in the patient (customer) account within the software.
• Monitor and process faxes and other sources of orders/referrals; enter and account for each in the software and ensure response/action is taken accordingly.
• Efficiently coordinate branch transactions (deliveries, pick-ups, exchanges, returns, service, repair/maintenance) with appropriate staff (drivers, warehouse, liaisons, therapists, sales) and with patients (customers).
• Facilitate collection of patient balances for new and existing accounts; manage payment plans and recurring payments in order to produce desirable collection results for the branch.
• Contribute, both individually and as a team, to the achievement of operational, financial, and cultural performance goals for assigned branch location(s); be an advocate of management and a positive presence in the branch.
• Maintain current knowledge of and ensure compliance with company policies and procedures; stay current in medical billing practices, eligibility and insurance requirements, documentation requirements, and billing reimbursement.
• Develop and maintain working knowledge of products and services offered by the company, relevant governmental or regulatory requirements, and accreditation requirements.
• Maintain a high level of service satisfaction with patients and referral sources; maintain strong working relationships with branch staff and other employees.
• Ensure physical control and proper care of company assets, account for movement of physical assets within the software in a timely fashion.
• Maintain professional, polite, and respectful interactions with employees, patients/customers, referrals sources, vendors; maintain professional appearance with clothing, grooming, and personal hygiene.
• Perform other duties as assigned by management.

Qualifications

• High school diploma or equivalent.
• Preferred: Customer service experience; Relevant healthcare or medical billing experience; Knowledge of medical billing practices, eligibility and insurance requirements, and billing reimbursement; Commitment to service excellence and superior performance; Solid verbal and written skills; Proper phone and email etiquette; Manage time effectively; Able to multi-task and complete all assigned tasks at quality levels and within deadlines; Organized and structured in carrying out responsibilities; Professionally postured in both behavior and physical appearance; Strong interpersonal and communication skills; Respectful and polite in all interactions; Able to physically lift, carry, and move equipment; Efficient use of technology and software.

Work Schedule

Normal business hours are Monday through Friday, 8:00 a.m. – 5:00 p.m. On-call rotations as assigned.