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Customer Service Representative

2 months ago

Sandusky, Ohio, United States ProMedica Full time

Job Summary

We are seeking a highly skilled and detail-oriented Customer Service Representative to join our team at ProMedica. As a key member of our customer service team, you will be responsible for receiving and processing telephone, fax, and walk-in requests for home medical equipment, including respiratory-related equipment.

Key Responsibilities

  1. Respond to telephone requests from patients, caregivers, physicians, discharge planners, and other healthcare professionals for home medical equipment and supplies.
  2. Develop a professional impression of Caring Services DME through knowledgeable, helpful, and dependable behavior in all interactions with customers.
  3. Accurately and professionally elicit all necessary patient demographic, diagnostic, and insurance information from referral sources.
  4. Understand and communicate insurance coverage criteria for home medical equipment and relay any complications on a specific order to the referral source at time of initial order per Caring Services DME's policies.
  5. Enter complete and correct orders into the DME computer to ensure delivery of needed items to the appropriate location within the timeframe indicated by the patient or referral source.
  6. Initiate and solicit paperwork necessary to support JCAHO mandates and corporate compliance, as well as Medicare, Medicaid, and other insurance regulations.
  7. Maintain ongoing knowledge and understanding of Medicare, Medicaid, and insurance regulations and the Caring Services DME/PHS Corporate Compliance Plan.
  8. Verify available insurance benefits via phone calls or computer hook-ups with insurance companies.
  9. Notify Manager or appropriate management substitute of Financial Hardship requests or other Special Consideration cases in a timely manner.

Requirements

  • High school graduate or GED
  • Previous experience and/or training in a customer service field or retail sales
  • Effective interpersonal skills
  • Ability to input and retrieve information from a computer
  • Ability to communicate by telephone

Preferred Qualifications

  • Prior experience in a medical field or knowledge and experience with third-party reimbursement policies

Working Conditions

  • May include long periods of sitting/standing
  • Must be able to move about the work station
  • Must be able to lift objects up to 20lbs