Customer Service Representative

Company Overview

Hart Medical Equipment provides a full range of home care products and support services based on individual needs. We strive to conduct our patient care operation with the highest standards. We are a nationally accredited, premier provider of home medical equipment and supplies.

Status: Full Time

Location: Findlay, OH

Benefits: Hart Medical Equipment offers a competitive salary and benefits package. EOE.

Provides exceptional service as the first point of contact for customers. Takes orders, answers questions, handles complaints and troubleshoots problems.

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

• Greet customers and maintain a positive, empathetic and professional attitude during interactions.
• Engage in active listening with customers, confirming or clarifying information and diffusing angry customers, as needed.
• Assist all internal and external customers in a professional manner.
• Receive requests from multiple sources (phone, fax, e-Commerce, in-person) and complete necessary process for equipment services.
• Coordinate home equipment service request with Dispatch for prompt delivery.
• Acquire and retain strong production knowledge in order to provide customers with product and service information.
• Keep the showroom and the shelf inventory clean, rotated and in order.
• Verify medical necessity, insurance coverage and physician orders for all insurance‑assigned services and work with referral sources to ensure proper documentation when needed.
• Maintain current knowledge on Medicare, Medicaid and third‑party payor sources for equipment.
• Follow policy and work instructions to ensure the Billing Department has the correct paperwork to complete insurance.
• Understand and strive to meet or exceed department metrics while providing excellent customer service.
• Make sales or recommendations for products or services that may complement client needs, as applicable.
• Perform other duties as assigned by management.

To perform as a customer service representative successfully, an individual must be professional, proactive and positive with internal and external customers and coworkers. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• High school diploma or general education degree (GED).
• 6 months of relevant customer service experience preferred.

• Excellent interpersonal, written and oral communication skills.
• Customer service orientation.
• Attention to detail.
• Good data entry skills.
• Proficiency with computers, with strong typing skills.
• Ability to work 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 job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, talk and hear. Call Center departments require frequent seating behind a computer with frequent typing. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 lbs., 50 lbs. for retail. Specific vision abilities required by this job include close vision.

All employees are required to work in a safe manner.

By submitting an application, you are agreeing to the terms of Hart's Application Acknowledgement and Agreement found at (Use the "Apply for this Job" box below)..

IRB Medical Equipment LLC, dba Hart Medical Equipment, is an equal opportunity employer and does not discriminate on the basis of 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 the requirements of applicable federal state and local laws. Hart Medical Equipment also provides reasonable accommodation for individuals with disabilities in accordance with applicable law.