Customer Service Associate - Respiratory
medcare equipment companyGreensburg, PA
Customer Service Associate - Respiratory
medcare equipment companyGreensburg, PAMid L4
General Medical and Surgical HospitalsAll Other Outpatient Care CentersAll Other Miscellaneous Ambulatory Health Care Services
APPLY NOW (opens in a new tab)Customer Service Associate The CSA has the primary responsibility of handling initial customer contact either in person or over the telephone and at times via the web. These customer contacts may be with the patient, a caregiver, a referral source, or a commercial account. They are there to receive, qualify, and process all customer orders in a timely, efficient, accurate, and courteous manner. They often are involved in investigating and responding to customer inquiries regarding shipments, products, deliveries, and complaints. This department handles all complex respiratory orders that are received by doctor offices and hospitals. The orders are mainly for CPAP/BiPAP orders to assist OSA patients. This department handles all life sustaining equipment orders. This requires following the insurance qualifications for each device that is ordered and getting the patient scheduled with an RT on call to get the patient settled right after discharge. Actively promotes a lean work culture by performing team member duties to encourage consistent use of LEAN principles and processes, including continually seeking work process improvements. Recognizes the necessity of taking ownership of one's own motivation, morale, performance, and professional development. Strives for behavior consistent with being committed to MedCare's missions, vision, and values.
Job Duties / Essential Functions:
- Service Recovery Solicits customer feedback to improve service
- Responds to requests for service and assistance in a timely manner
- Provides appropriate documentation of customer satisfaction comments
- Customer Focus Receives customers and/or answers phone calls courteously
- Assesses customers' needs and considers customer in decision making processes to ensure customer satisfaction
- Maintain logged into phone queue to reduce customer wait time and facilitate timely processing of orders
- Greets customers in a polite and professional manner. Determine customer's needs and process orders timely and accurately
- Adhere to the department's attendance and scheduling requirements, which includes working rotating shifts, weekends, and holidays
- Customer Service Education Assist with the education and customer service teaching within MECAssist with customer service training as requested by departments/managers
- Fiscal Accountability Process orders in a timely and accurate manner and collect copayments upfront to facilitate prompt turnaround of accounts receivable
- Understand payer specific billing/payment requirements and state and federal mandated standards to ensure orders are dispensed appropriately and reduce possibilities of write offs
- Perform thorough and accurate verification of insurances
- Ensure all appropriate documentation is received; script, PAR's, qualifying SAT's, F2F and WOPD prior to dispensing orders to ensure reimbursement and reduce opportunities for financial recoupment (where applicable)
Skills / Qualifications:
- High School Diploma or GEDPrevious experience in healthcare or durable medical equipment and supplies preferred
- Demonstrated PC skills with proven data entry experience
- Proficient in MS Office, especially Word and ExcelStrong organizational and time management skills
- Previous experience dealing with insurance guidelines, medical terminology/diagnosis, and extracting data from EMR's to expedite order processing preferred
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Level
Mid L4
Location
Greensburg, PA
Occupation
Customer Service Representatives
Industry
General Medical and Surgical Hospitals
Posted
yesterday