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Customer Support Specialist I
2 months ago
Job Overview:
The Customer Service Associate (CSA) I at Medcare Equipment is dedicated to managing customer requests for specific durable medical equipment supplies.
- This role involves handling both incoming and outgoing communications with patients, caregivers, referral sources, and commercial accounts.
In this position, the CSA I is committed to delivering exceptional customer service by ensuring precise and efficient order processing, addressing inquiries effectively, and resolving issues promptly and empathetically.
Key Responsibilities:
Professionally manage incoming communications from patients, caregivers, and healthcare providers. Collect all necessary information, accurately process orders, and provide outstanding customer support.
Verify patient information and accurately input all data and documentation into the system.
Ensure all required documentation from patients and referral sources is obtained, including prescriptions, PARs, Face to Face notes (F2F), and WOPD before fulfilling orders.
Reach out to the relevant parties if any documentation or information is incomplete. Contact patients after receiving orders to confirm demographics and insurance details. Adjust insurance information as per Medcare's protocols. Follow up with patients or referral sources as necessary. Clearly communicate financial responsibilities to patients and their families. Process payments and co-pays via credit/debit card or e-check prior to order fulfillment.Address customer concerns and complaints by identifying issues and coordinating appropriate corrective measures. If resolution is not possible, document the issue for escalation to the appropriate department.
Complete assigned tasks and maintain a proactive approach to daily responsibilities.
Participate in cross-training within the department and be open to taking on various tasks to support overall departmental operations.
Perform other duties as assigned.
Qualifications:
High School Diploma or GED required. Previous experience in healthcare or durable medical equipment and supplies is preferred.
Proficient computer skills with demonstrated data entry experience. Strong command of MS Office, particularly Word and Excel. Excellent organizational and time management abilities.
Prior experience with insurance guidelines, medical terminology/diagnosis, and data extraction from EMRs to facilitate order processing is preferred.
Physical and Mental Requirements:
The following are the physical and mental demands of the position as typically performed.
Inability to meet one or more of these requirements will not automatically disqualify a candidate or employee from the position.
Upon request for reasonable accommodation, the Company may be able to adjust or excuse one or more of these requirements, depending on the essential functions related to the request.
Ability to sit for extended periods. Manual dexterity for typing and writing tasks. Capability to read small print and view a computer screen for prolonged durations. Ability to lift, push, pull, or carry objects weighing up to 20 pounds. Ability to wear over-ear headsets for the majority of the workday.