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Customer Service Rep Mhm

4 months ago

Machesney Park, United States Mercyhealth Full time

Overview: Under the general direction of the DME Customer Service Supervisor, The Team Lead of Customer Service oversees the daily operations of the customer service department and performs related administrative duties such as problem resolution and quality assurance monitoring. Responsibilities**:Essential Duties and Responsibilities**
- Customer satisfaction is critical and this position
- Staff scheduling
- Operational training
- Acting as a resource for all staff and referrals
- Performing order entry
- Obtaining payer authorization
- Assist in the planning, build, and operational workflows
- Ensure that staff members follow departmental and organizational policies and procedures
- Daily rounding in customer service.

**Culture of Excellence Behavior Expectations**
To perform the job successfully, an individual should demonstrate the following behavior expectations:
Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals.

Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions.

Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals.

Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue.
**Education and Experience**
High School Degree or equivalent
- Associates Degree preferred.
3 to 5 years of experience in customer service position.
2 years of experience working in the field of HME.
**Certification and Licensure**
N/A
**Skills and Abilities**
Strong analytical problem solving.

Time management

**Special Physical Demands**
The Special Physical Demands are considered Essential Job Functions of the position with or without reasonable accommodations.
Working conditions can be stressful, demanding and fast paced, including frequent interruptions. This position must be able to prioritize workload and multi-task; they are often exposed to patients/family members who are ill, apprehensive, and stressed, along with employees who are sometimes dealing with very heavy workloads, or stressful situations.
**Level of Supervision**
N/A
**Supervises**
Responsibilities include assisting the Supervisor of Customer Service with interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; employee adherence to annual education and certification requirements