Service Operations Representative

1 week ago

Fremont, United States Hart Medical Equipment Full time
Company Overview: Hart Medical Equipment is dedicated to providing a comprehensive selection of home care products and support services tailored to individual requirements. Our commitment to excellence ensures that we maintain the highest standards in patient care, positioning us as a nationally accredited leader in home medical equipment and supplies.

Position Status: Full Time

Location: Fremont, OH

Compensation: Hart Medical Equipment offers a competitive salary and benefits package. EOE

ROLE SUMMARY: As the initial point of contact for our clients, you will deliver outstanding service, manage inquiries, process orders, address complaints, and resolve issues effectively.

KEY RESPONSIBILITIES:
  • Provide professional assistance to all internal and external clients.
  • Maintain a positive, empathetic, and professional demeanor toward clients at all times.
  • Receive requests through various channels (phone, fax, e-Commerce, in-person) and execute necessary procedures for equipment services.
  • Coordinate service requests for home equipment with Dispatch to ensure timely delivery.
  • Engage in active listening with clients, confirming or clarifying information, and diffusing tense situations as needed.
  • Supply clients with detailed product and service information.
  • Stay informed about Medicare, Medicaid, and third-party payer sources for equipment.
  • Verify medical necessity, insurance coverage, and physician orders for all insurance-related services.
  • Adhere to policies and procedures to ensure the Billing Department receives accurate documentation for insurance processing.
  • Strive to meet or exceed departmental metrics while delivering exceptional customer service.
  • Make product or service recommendations that may enhance client satisfaction, as applicable.
  • Perform additional duties as assigned by management.
RETAIL DUTIES:
  • Welcome clients as they enter the store.
  • Ensure the showroom and inventory are clean, organized, and well-maintained.
QUALIFICATIONS:

To excel in this role, candidates must demonstrate professionalism, proactivity, and a positive attitude when interacting with clients and colleagues.

Education and Experience:
  • High school diploma or equivalent (GED).
  • Preferred: 6 months of relevant customer service experience.
Skills and Abilities:
  • Strong interpersonal, written, and verbal communication skills.
  • Customer service orientation.
  • Attention to detail.
  • Proficient data entry skills.
  • Competence with computers and strong typing abilities.
  • Able to thrive in a fast-paced environment.
PHYSICAL REQUIREMENTS:

The physical demands outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While fulfilling the responsibilities of this role, the employee is regularly required to sit, talk, and hear. Positions in Call Center/PAP/Supply departments necessitate frequent seating behind a computer with regular typing. Occasional standing and walking may be required. The employee must be able to lift and/or move up to 25 lbs., and 50 lbs. for retail tasks. Specific vision abilities required for this role include close vision. All employees are expected to work safely.

COVID-19 considerations: PPE is provided to all employees.

Hart Medical Equipment is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, citizenship, age, disability, genetic information, height, weight, marital or veteran status, or any other protected status in accordance with applicable federal, state, and local laws. We also provide reasonable accommodations for individuals with disabilities in accordance with applicable law.

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