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Client Support Specialist

2 months 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 meet individual requirements. Our commitment to excellence ensures that we uphold the highest standards in patient care. We are recognized nationally as a leading provider of 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 customers, both internal and external.
  • Maintain a positive, empathetic, and professional demeanor towards clients at all times.
  • Process requests received through various channels (phone, fax, e-Commerce, in-person) for equipment services.
  • Coordinate with Dispatch to ensure timely delivery of home equipment service requests.
  • Engage in active listening to confirm or clarify information and de-escalate situations with dissatisfied customers.
  • Offer detailed product and service information to customers.
  • Stay informed about Medicare, Medicaid, and third-party payer sources for equipment.
  • Verify medical necessity, insurance coverage, and physician orders for all services assigned to insurance.
  • Follow established 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 align with client needs, as appropriate.
  • Perform additional duties as assigned by management.
Retail Responsibilities:
  • Welcome customers 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 customers 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 role.

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

While executing job duties, employees are regularly required to sit, talk, and hear. Call Center/PAP/Supply departments necessitate frequent seating at a computer with ongoing typing. Employees may occasionally need to stand and walk, and must be able to lift and/or move up to 25 lbs., or 50 lbs. in retail. Specific vision abilities required for this position 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 as per applicable federal, state, and local laws. We also provide reasonable accommodations for individuals with disabilities in accordance with applicable law.