Customer Service Representative I

1 week ago


Greensburg, Pennsylvania, United States Medcare Equipment Company Full time
Job Description

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 responding to both incoming and outgoing communications from patients, caregivers, referral sources, and commercial clients. The CSA I is dedicated to delivering exceptional customer service by ensuring precise and efficient order handling, addressing inquiries accurately, and resolving issues with empathy and promptness.

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 meticulously enter all data and documentation into the system.
  • Gather all required documentation from patients and referral sources, including prescriptions, prior authorization requests, and face-to-face notes before processing orders. Follow up with relevant parties if any documentation is incomplete.
  • Contact patients post-order receipt to confirm personal details and insurance coverage. Make necessary adjustments to insurance information according to Medcare's protocols and follow up as needed.
  • Communicate financial responsibilities to patients and their families. Process payments and co-pays via credit/debit card or electronic check prior to order fulfillment.
  • Address customer concerns and complaints by identifying issues and coordinating appropriate corrective measures. If unable to resolve, document for escalation to the relevant department.
  • Complete assigned tasks and maintain an organized task list. Ensure timely completion of responsibilities.
  • Participate in cross-training within the department and be open to taking on various tasks to support overall departmental operations.
  • Perform additional duties as assigned.

Qualifications:

  • High School Diploma or GED is required.
  • Prior experience in healthcare or durable medical equipment 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 data extraction from electronic medical records is advantageous.

Physical and Environmental Requirements:

  • This position has specific physical and mental requirements typical of the role. Inability to meet one or more of these requirements will not automatically disqualify a candidate.
  • Upon request for reasonable accommodation, the Company may adjust or excuse certain requirements based on the essential functions of the role.
  • 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.
  • Able to lift, push, pull, or carry objects weighing up to 20 pounds.
  • Must be able to wear over-ear headsets for the majority of the workday.


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