Customer Service Representative

Job Description
Job Title:? Customer Service Representative
General Summary:
Provides customer service in person and over the phone in a positive, courteous, and professional manner.? Routes incoming calls to the appropriate staff. ?Requires extensive phone communication with patients, physicians, and physicians' office staff.? Organizes office logistics including patient/staff scheduling and ability to transcribe medical reports in an efficient and timely manner.? Requires familiarity with Durable Medical Equipment, medical supplies, and insurance claims submission.? Orders in-store and patient supplies.
Principal Duties and Responsibilities:

  1. Answers incoming calls in a courteous and professional manner and directs calls to the appropriate office staff.

  2. Handles inquiries regarding existing customers and repeat appointments.

  3. Greets customers entering the store and addresses their needs and/or concerns.

  4. Obtains prescriptions/documentation to related DME/Supplies, Insurance Verification and completes customer intakes accurately.

  5. Processes paperwork for medical supplies in an appropriate manner.

  6. Schedule in house customer visits/appointments.

  7. Assists in maintaining inventory levels in the location.

  8. Transcribe oral or written reports and file appropriately.

  9. Perform other related tasks and duties as assigned.

Knowledge, Skills, and Abilities Required:

  1. High school diploma or equivalent required.

  2. Must have excellent phone and interpersonal skills.

  3. Exceptional organizational skills and the ability to follow-up on pending issues, documents, or information to complete tasks.

  4. Ability to plan and prioritize activities to achieve results.

  5. Ability to adapt to changing priorities.

  6. Must be extremely detail oriented and possess multi-tasking abilities.

  7. Ability to communicate positively and effectively, both in person and over the phone.

  8. Ability to resolve customer concerns and complaints in a constructive manner and in a timely fashion.

  9. Knowledge of DME / medical supplies, billing, and coding.

  10. Knowledge of insurance claims submission and familiarity with which items are covered / non-covered under various insurances.

  11. Ability to react to change productively, including maintaining a patient, positive attitude and approach in dealing with the varying personalities of customers and office staff.


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