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Customer Service Representative I
2 months ago
Position Overview:
The Customer Service Associate (CSA) I – Resupply plays a crucial role in managing customer requests for specific durable medical equipment supplies. This position involves handling both incoming and outgoing communications with patients, caregivers, referral sources, and commercial clients. The CSA I is dedicated to delivering exceptional customer service by ensuring precise and efficient order management, addressing inquiries effectively, and resolving issues promptly and with empathy.
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.
- Gather all required documentation from patients and referral sources, including prescriptions, prior authorization requests (PARs), Face to Face notes (F2F), and Written Orders Prior to Delivery (WOPD) before processing orders. Reach out to the relevant parties if any documentation is incomplete.
- Contact patients after order receipt to confirm demographic details and insurance coverage. Make necessary adjustments to insurance information in accordance with Medcare's procedures. Follow up with patients or referral sources as needed.
- Communicate financial responsibilities to patients and their families. Process payments and co-pays through credit/debit cards or e-checks prior to order fulfillment.
- Address customer concerns and complaints by identifying issues and coordinating appropriate corrective measures. If unable to resolve, document the issue for escalation to the appropriate department.
- Complete assigned tasks and maintain an organized task list. Ensure timely completion of responsibilities.
- Participate in cross-training within the department and be adaptable to take on various tasks to support the overall team.
- Perform any other duties as assigned.
Qualifications:
- High School Diploma or GED is required.
- Prior experience in healthcare or durable medical equipment and supplies is preferred.
- Proficient computer skills with demonstrated data entry experience.
- Familiarity with MS Office applications, particularly Word and Excel.
- Strong organizational and time management abilities.
- Experience with insurance guidelines, medical terminology, and extracting data from electronic medical records (EMRs) to facilitate order processing is preferred.
Physical and Working Conditions:
- The position requires physical and mental capabilities as typically performed. Inability to meet one or more of these requirements will not automatically disqualify a candidate or employee.
- Upon request for reasonable accommodation, the Company may adjust or excuse certain requirements, depending on the specific need and essential functions.
- Extended periods of sitting may be required.
- Manual dexterity for typing and writing is necessary.
- Ability to read small print and view a computer screen for extended durations.
- Capability to lift, push, pull, or carry objects weighing up to 20 pounds.
- Ability to wear over-ear headsets for the majority of the workday.
