Client Support Representative

2 weeks ago


Schaumburg, Illinois, United States Prismhc Full time

Client Support Representative

Prism Health Care Services

We offer comprehensive benefits including Health, Dental, Life Insurance, 401k, and generous Personal Time Off for our full-time team members.

Position Overview:

Under the guidance of the Customer Service Lead, this role is dedicated to managing all customer service functions, ensuring adherence to operational and productivity standards while delivering exceptional service.

Qualifications:

  • High school diploma or equivalent required.
  • At least one year of experience in Durable Medical Equipment (DME) or Medical Office Customer Service.
  • Demonstrated success in customer service roles.
  • Strong understanding of federal and state regulations.
  • Ability to collaborate effectively with both internal and external stakeholders.
  • Proficient in working independently.
  • Excellent verbal and written communication skills, along with strong problem-solving and analytical abilities.
  • Effective time management and multitasking skills.

Key Responsibilities:

  • Facilitate patient discharge processes and equipment fitting to ensure a seamless transition of care.
  • Handle incoming patient and referral inquiries; verify information and utilize appropriate documentation.
  • Maintain up-to-date knowledge of Medicare Local Coverage Determinations (LCDs) and eligibility for home medical equipment.
  • Ensure compliance with HIPAA regulations and company policies during all interactions.
  • Process necessary paperwork and prescriptions as required.
  • Upload essential documents to patient accounts.
  • Collaborate with Quality Assurance to verify the accuracy of referrals prior to delivery and patient education.
  • Address customer inquiries with professionalism and respect.
  • Investigate and resolve customer complaints, providing recommendations to management.
  • Report any issues related to patients or referrals to the Lead promptly.
  • Build and sustain positive relationships with referral sources, providing education on medical equipment qualifications and policy updates.
  • Promote company programs and services to designated referral sources.
  • Achieve monthly and quarterly productivity targets.
  • Comply with the Employee Handbook and company policies.
  • Support the organization's mission, vision, and strategic objectives.
  • Contribute to team success by achieving related goals.
  • Communicate relevant information to managers and colleagues.
  • Participate in on-call rotations as needed.
  • Attend training sessions as required.
  • Perform additional duties as assigned.


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