Customer Service Specialist

4 weeks ago


Schaumburg, United States Prismhc Full time

** Customer Service Specialist**

** Prism Health Care Services**

** Schaumburg, IL**

Health, Dental, Life Insurance, 401k and generous Personal Time Off benefits are available for full-time employees.

**Basic Function:**

Under the direction of the Customer Service Lead, this position is responsible for all customer service activities, adhering to process and productivity goals, and maintaining efficiency and high-level customer service.

**Requirements:**

- High school diploma or equivalent.

- Minimum of one-year experience in DME or Medical Office Customer Service.

- Proven performance record in customer service.

- Strong knowledge of federal and state regulations

- Demonstrates ability to work successfully with internal and external contacts

- Strong collaborative and skills in facilitating teamwork

- Ability to work independently

- Demonstrate excellent oral and written communication, problem solving, investigational and analytical skills along with excellent listening and interpersonal skills

- Ability to multi-task, prioritize and manage time effectively

**Principle Responsibilities:**

* Performs appropriate tasks related to patient discharge and equipment fitting for a comprehensive and complete transition of care.

* Answers incoming patient and referral calls; verifies all information; use appropriate forms/documents

* Knowledge of Medicare LCDs and Qualifications for home medical equipment

* Maintain current knowledge of Medicare, Illinois Public Aid and insurance industry policies and guidelines

* Interacts in strict adherence to HIPPA compliance regulations and related company policies

* Receives appropriate paperwork and prescriptions as required

* Upload required documents to the patient account

* Works with Quality Assurance to ensure details of referrals are complete and accurate prior to delivery and patient education.

* Responds to customer requests courteously and with respect

* Approaches customers and inquiries in a manner which represents ownership

* Resolves customer complaints by investigating problems and making recommendations to executive leadership

* Refers troubleshooting calls to appropriate department

* Reports any patient or referral related problems to Lead immediately

* Build and maintain positive relationships with referral sources to include education on medical equipment qualification and policy changes

* Promote company program and services to assigned referral source.

* Meets monthly and quarterly productivity goals

* Adherence to the Prisms Employee Handbook

* Adherence to Prisms Policies and Procedures

* Supports the mission, vision and strategic plan of the organization.

* Contributes to team effort by accomplishing related results

* Communicate necessary information to the Mangers and Co-workers

* Participate in on-call schedule rotation

* Attend in-service training when required

* Performs other duties as assigned


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