SMS-CUSTOMER SERVICE SPEC I

Location: Lansing, MI • Full-time, day shift • Sparrow Medical Supply • Entry-level

About the role

As a member of the Customer Service team, the CSR plays a vital role in supporting UMH-Sparrow Medical Supply (SMS) sites by advancing customer service goals and operational objectives. This position is essential in delivering exceptional care to patients, customers, team members, and referral sources. The CSR I must demonstrate strong relationship-building skills, effective problem-solving abilities, and a steadfast commitment to patient safety, customer satisfaction, and financial accountability.

Responsibilities

• Responds to and resolves customer inquiries in person, by phone, and/or email.
• Serves as primary contact to customers and meets their needs in a professional manner.
• Makes outgoing inquiries to obtain missing information from referral sources to complete the referral.
• Accurately inputs customer, insurance, and documentation into database system.
• Fulfills orders by selecting the appropriate product.
• Accurately performs inbound document routing tasks and files appropriately into customer electronic medical record.
• Seeks supervisory assistance to resolve complex customer issues.
• Becomes skilled at and possesses complete understanding of all CSR I level tasks and competencies.
• Maintains general understanding of product, prices, and inventory locations.
• Ensures all information and documentation is complete and properly entered for payment.
• Obtains additional documentation when required from EPIC, telephone, or fax inquiries.
• Ensures effective communication between locations to support customer needs.
• Creates a positive culture work environment.
• Verifies customer’s insurance benefits and assists to obtain necessary documentation to meet insurance criteria.
• Performs payment transactions via cash register, credit card, and/or payment portal; assists customers/patients with arranging payment plans in portal.
• Ability to multitask and prioritize referrals to ensure timelines meet referral/customer needs.
• Maintains supply levels by monitoring items needed and stocking products.
• Performs basic fittings (e.g., knee braces, wrist braces, soft cervical collars).
• Processes purchase order receiving via warehouse transfers by verifying order and quantities are correct, printing bar code price labels, and putting stock in appropriate bin location.
• Maintains cleanliness and organization of showroom, product displays, and assigns product bin locations.
• Educates customer on appropriate use of equipment or supplies