Customer Care Associate
1 week ago
Position Status: Full Time
Location: Fremont, OH
Compensation: Hart Medical Equipment provides a competitive salary and benefits package. EOE
Role Summary: As the initial point of contact for clients, you will deliver outstanding service. Responsibilities include processing orders, addressing inquiries, managing complaints, and resolving issues.
Key Responsibilities:
- Assist all internal and external clients with professionalism.
- Maintain a positive, empathetic, and professional demeanor toward clients at all times.
- Receive requests through various channels (phone, fax, e-Commerce, in-person) and ensure the completion of necessary processes for equipment services.
- Coordinate home equipment service requests with Dispatch for timely delivery.
- Engage in active listening with clients, confirming or clarifying information and de-escalating tense situations as needed.
- Provide 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-assigned services.
- Follow policies and procedures to ensure the Billing Department has the correct documentation for insurance processing.
- Strive to meet or exceed departmental metrics while delivering exceptional customer service.
- Make recommendations for products or services that may meet client needs, as applicable.
- Perform other duties as assigned by management.
- Welcome clients as they enter the store.
- Ensure the showroom and shelf inventory are clean, organized, and properly rotated.
To excel in this role, candidates must demonstrate professionalism, proactivity, and a positive attitude when interacting with both internal and external clients and colleagues.
Education and Experience:- High school diploma or equivalent (GED).
- Preferred: 6 months of relevant customer service experience.
- Exceptional interpersonal, written, and verbal communication skills.
- Strong customer service orientation.
- Attention to detail.
- Proficient data entry skills.
- Computer proficiency with strong typing abilities.
- Able to thrive in a fast-paced environment.
The physical demands described 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 to enable individuals with disabilities to perform these essential functions.
While performing the duties of this position, the employee is regularly required to sit, talk, and hear. Call Center/PAP/Supply departments necessitate frequent seating behind a computer with regular typing. The employee may occasionally be required to stand and walk. The employee must occasionally lift and/or move up to 25 lbs., or 50 lbs. for retail tasks. Specific vision abilities required by 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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