Customer Service Representative

4 weeks ago

Chicago, Illinois, United States Carle Health Full time

Job Summary:

The Customer Service Representative will provide retail and home delivery service to customers of Carle Health. This role represents the company as a leader in home medical equipment products and services through equipment education to customers, enhancing the growth and development of Carle Health. The position has on-call rotation.

Key Responsibilities:

  • Deliver and set-up equipment and supplies, providing efficient and effective instructions to clients being discharged from hospitals, nursing homes, and other medical care facilities.
  • Collect appropriate signatures and authorizations from customers.
  • Complete documentation per regulatory requirements and/or department policy.
  • Provide equipment repair services as authorized and qualified, maintaining accurate repair reports for all equipment repairs.
  • Responsible for assigned vehicle, including daily pre-trip inspection, schedule for routine preventive maintenance service, appearance and cleanliness, and basic on-board stock.
  • Complete all patient assessment and concentrator checks in a timely manner, notifying immediate supervisor if unable to contact a patient.
  • Ensure the warehouse is clean, organized, and meets all regulatory standards and regulations.
  • Answer telephone, take and deliver messages according to department communication standards, accurately preparing service orders for delivery/pick-up.
  • Assist with coordination of delivery, set-up, and pick-up of equipment, supplies, and services with service technicians, preparing and submitting all paperwork and reports as required by Carle Health policy.
  • Maintain an advanced understanding of third-party payor guidelines, especially Medicare B, verifying insurance coverage and communicating to patients their financial responsibility if any.
  • Resolve customer concerns, questions, and complaints by identifying problems and coordinating appropriate corrective action, reporting situation and resolution to supervisor.
  • Responsible for maintaining patient assessment files per regulatory requirements, ensuring they are completed in a timely manner, and keeping management informed of customers who cannot be reached.
  • Work with provider offices to ensure a good working relationship by providing education and presentations on insurance rules and regulations.
  • Order and maintain no more than a 30-day supply of parts for rental equipment via the transfer form, assisting with materials management coordinator with warehouse functions as requested.
  • Assist with consignment closet inventory management, including ordering, auditing, and receiving and stocking the closets, suggesting, developing, and promoting new products or services of benefit to Carle Health customers.
  • Review consignment closet generated work orders to ensure all documentation has been received and is correct, entering and completing the work orders in Breg, working with the department to resolve issues that arise.
  • Perform hospital deliveries, repair department duties, intake roll, and consignment closet responsibilities.

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