Customer Service Specialist
4 weeks ago
** 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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